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About this role
About Client Experience
Our mission within the Client Experience (CX) organization is to make it easier for clients to do business with BlackRock, making service so simple it becomes a source of alpha. We are organized across 4 key pillars:
Client Experience Delivery- client-facing teams orchestrating all aspects of service delivery, and onboarding teams bringing new business onto our platform, Wealth- differentiated capability for both Whole Portfolio and Wealth clients & products, respectively, Client Experience Operations- core client operations teams driving reporting, billing, and onboarding due diligence across the globe, and Client Experience Transformation- accelerating progress towards our CX mission via research and competitive insights, analytics, marketing, business and change management.
Team Overview
The Service Innovation Desk (SID) is a newer function in the firm’s global CX Delivery organization and brings greater efficiency to how we service our clients. It aims to centralize all high-volume, low complexity tasks, uncover automation and efficiency opportunities, and drive scale
Role Responsibility
As a member of the SI Desk, you will be responsible for resolving service tasks and addressing the needs of our institutional clients and third parties. Importantly, you will also identify ways in which we can improve our internal processes and find opportunities for using systems and tools to enhance how we carry out our client service work. The role provides a terrific opportunity to learn about the asset management industry, our firm, and the clients we serve.
Ensure timely and accurate responses to high volume service activities for both internal and external clients
Evaluate processes and procedures for inefficiencies, make and implement recommendations for improvement
Be motivated to achieve or outperform on service-level agreements and client expectations
Embrace the use of technology and digital tools to deliver the highest level of service
Aim to achieve excellent results in client satisfaction surveys and work closely with other team members to achieve overall strategic business objectives
Build relationships and collaborate closely with internal partners to ensure a flawless delivery of service
Handle client concerns in a timely and sensitive manner and in accordance with internal procedures
Facilitate the diagnosis of complex client service issues, identify the source of service deficiencies and own their resolution
What We Look For:
A passion for serving clients by being responsive and empathetic
An interest in breaking down inefficiencies and building things back up –but better
Strong interpersonal and relationship-building skills
Excellent written and oral communication skills, and comfort in working closely with clients and colleagues at all levels
Excellent attention to detail and analytical skills with a slant toward problem solving
A high degree of emotional ownership over your work
Strong planning and organizational skills with the ability to manage priorities to meet deadlines
Excellent working knowledge of MS Office, including Outlook, Word, Excel and PowerPoint
1-3 years of relevant experience
BA/BS or equivalent
Our top candidates will be naturally curious and entrepreneurial. They will be adventurous individuals who are not afraid to try out new things and learn from their mistakes. They are the type to fully embrace their work and see it through to the end. This could be you!
#EarlyCareers
Our benefits
To help you stay energized, engaged and inspired, we offer a wide range of employee benefits including: retirement investment and tools designed to help you in building a sound financial future; access to education reimbursement; comprehensive resources to support your physical health and emotional well-being; family support programs; and Flexible Time Off (FTO) so you can relax, recharge and be there for the people you care about.
Our hybrid work model
BlackRock’s hybrid work model is designed to enable a culture of collaboration and apprenticeship that enriches the experience of our employees, while supporting flexibility for all. Employees are currently required to work at least 4 days in the office per week, with the flexibility to work from home 1 day a week. Some business groups may require more time in the office due to their roles and responsibilities. We remain focused on increasing the impactful moments that arise when we work together in person – aligned with our commitment to performance and innovation. As a new joiner, you can count on this hybrid model to accelerate your learning and onboarding experience here at BlackRock.
About BlackRock
At BlackRock, we are all connected by one mission: to help more and more people experience financial well-being. Our clients, and the people they serve, are saving for retirement, paying for their children’s educations, buying homes and starting businesses. Their investments also help to strengthen the global economy: support businesses small and large; finance infrastructure projects that connect and power cities; and facilitate innovations that drive progress.
This mission would not be possible without our smartest investment – the one we make in our employees. It’s why we’re dedicated to creating an environment where our colleagues feel welcomed, valued and supported with networks, benefits and development opportunities to help them thrive.
For additional information on BlackRock, please visit @blackrock (http://careers.blackrock.com/) | Twitter: @blackrock (https://twitter.com/blackrock) | LinkedIn: www.linkedin.com/company/blackrock
BlackRock is proud to be an Equal Opportunity Employer. We evaluate qualified applicants without regard to age, disability, race, religion, sex, sexual orientation and other protected characteristics at law.