Senior Client Services Representative (Fintech)

TL;DR

Senior Client Services Representative (Fintech): Managing and resolving complex client enquiries regarding global proxy voting requirements with an accent on SLA compliance and client relationship management. Focus on leading client meetings, mentoring team members, and overseeing the onboarding of new products into production.

Location: Sydney, Australia (Hybrid)

Company

hirify.global is a global fintech leader providing investor communications and technology-driven financial services to banks, brokers, and custodians.

What you will do

• Resolve complex client enquiries via telephone and email, ensuring adherence to strict SLAs.
• Independently manage client issues, escalations, and lead on-site and off-site client meetings.
• Mentor, coach, and develop colleagues to promote quality responses and best practices.
• Monitor team workload, mailbox volumes, and SLA performance to support management.
• Lead the onboarding process for new products and services with high accuracy.
• Stay updated on local market developments and regulatory changes in the financial sector.

Requirements

• 3–5 years of experience in client services supporting global custodians, banks, or broker clients.
• Mandatory experience in global proxy voting.
• Proven proficiency in driving high levels of client satisfaction and advocacy.
• Strong analytical problem-solving skills and excellent verbal/written communication.
• Bachelor’s degree or above is preferred.
• Ability to perform under pressure and meet tight deadlines.

Culture & Benefits

• Collaborative, engaging, and inclusive work environment.
• Culture focused on empowering associates to be authentic.
• Commitment to diversity and celebrating unique perspectives.
• Professional growth opportunities within a global financial technology firm.