Company Description
Building the bank of tomorrow takes more than skills.
It means combining our differences to imagine, discuss, code, develop, test, learn… and celebrate every step together. Share our vibes? Join Swissquote to unleash your potential.
We are the Swiss Leader in Online Banking and we provide trading, investing and banking services to +500’000 clients, through our performant and secured digital platforms.
Our +1000 employees work in a flexible way, without dress code and in multicultural teams.
By having a huge impact on the industry, they are growing their skills portfolio and boosting their career in a fast-pace environment
We are all in at Swissquote. As an equal opportunity employer, we welcome candidates from all backgrounds, experiences and perspectives to join our team and contribute to our shared success.
Are you all in? Don’t be shy, apply!
Job Description
The Client Services Team Lead acts as an experienced point of contact between our clients and the Bank and oversees the performance of a team of Client Service Representatives, providing support and ensuring plans to achieve targets are effectively implemented. Key responsibilities include:
- Lead and develop the client service team, providing mentorship, performance evaluations, and constructive feedback to achieve agreed targets and KPIs
- Ensure delivery of exceptional client service, acting as a point of escalation for complaints and overseeing their resolution in a timely and satisfactory manner
- Manage service issues related to platform queries, trades, corporate actions, margin, cash and asset transfers across various financial products and global exchanges
- Conduct French language quality assurance programmes and monitor internal and group SLAs, particularly for trading and back office functions
- Contribute to the creation and maintenance of departmental policies and procedures, ensuring full adherence to regulations and company guidelines
- Collaborate with other departments on projects and initiatives as required, building effective cross-functional relationships
- Oversee team compliance with required training (e.g., MiFID) and support professional development within the team
Qualifications
- 5+ years of experience in client servicing within retail investing or banking, with strong knowledge of investments (particularly equities, funds, options, derivatives, and CFDs)
- Understanding of banking and brokerage operations, digital trading platforms, and relevant regulations (e.g., MiFID, Treating Customers Fairly)
- Excellent communication skills with fluency in English and French or German; additional European languages are a plus
- Proven ability to lead and develop a team, including providing mentorship and performance management
- Strong problem-solving skills and attention to detail, with the ability to handle client complaints effectively
- Highly organised with a professional demeanour and confidence in client interactions
Additional Information
- A comprehensive benefits package including annual performance bonus, occupational pension scheme, share plan, concierge services, 34.5 paid holidays, and more
- A great work environment in our offices located at Luxembourg’s Kirchberg financial district. Complementary fruit, tea and coffee
- Opportunities to develop your knowledge of financial products and markets including equities, funds, derivatives, cryptocurrencies and more
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