Job Description

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The Client Service Support Specialist works primarily with relevant internal business teams to support existing client accounts and/or assist with new transactions. They may also interact directly with the bank s external clients, as appropriate, to respond to client enquiries and resolve client issues. The Client Service Support Specialist ensures accounts are administered in accordance with applicable regulations, local laws and the bank s internal policies. They provide daily administrative support to their business teams, collect and review documents to ensure accounts are compliant, review daily reports, maintain internal spreadsheets and databases, and work on various regulatory or administrative ad-hoc projects.

What we ll offer you

As part of our flexible scheme, here are just some of the benefits that you ll enjoy

• Best in class leave policy
• Gender neutral parental leaves
• 100% reimbursement under childcare assistance benefit (gender neutral)
• Sponsorship for Industry relevant certifications and education
• Employee Assistance Program for you and your family members
• Comprehensive Hospitalization Insurance for you and your dependents
• Accident and Term life Insurance
• Complementary Health screening for 35 yrs. and above

Your key responsibilities

• Manage a portfolio of client projects and end to end implementation of mandates. Working closely with the Sales team in understanding client requirements for products / services / solutions towards managing post-sales relationship with customers
• Executing Service Level Agreements and other product-specific documentation requirements with customers
• Coordinating with the Operations team for smooth start-up of services
• Manage team and support them on training / Knowledge sharing
• Be part of the agile team as an Implementation Owner to deliver the product build to support the business growth and strategy
• Implementation of cash management solutions that include Electronic Banking/ ERP interfaces / Host-to-Host connectivity / Services, Payables, Receivables and Liquidity Management.
• Supporting existing customers on cash management platforms and back office administration relating to cash management solutions.
• Act as contact person (entry point) for client s (internal and external) technical support across all involved Deutsche Bank areas and coordinate communication to client.
• Initiates and coordinates the technical investigation within the Global Implementation & Service organization, follow-up with customer as agreed, escalate if necessary, provides final feedback to the customer.
• Analyze and deal with complaints from internal and external clients, to ensure that the original Deutsche Bank commitment is accomplished and the client satisfaction and loyalty is restored.
• Discussion with Implementation Managers/Customers on connectivity requirements for Host-Host and API solution
• Understanding the various communication Protocols and API (Application Programming Interfaces) supported by the application and suggest the suitable solution
• Sending the required set-up forms and verify once received
• Analyse and resolve connectivity issues as part of customer testing (including understanding of LOG-files)
• Configure all Test systems & servers including routing rules, PKI, Digital Certificate with SSL/Sign & Verify/Encryption/Decryption mapping
• Support Customer Testing and get the sign-off

• Coordinate with Infra. teams on Firewall opening request/UNIX user creation for customers to connect
• Understand various financial message / transaction file formats (especially XML) to be tested for compatibility with bank s systems
• Production cut-over activities to be handled and provide all technical and functional parameters as part of Change Request to production team and get all necessary approvals
• Coordinate the set-up of clients/accounts in production environment
• Perform production set-up verification
• Perform hand over procedures to Production Management Team
• Support Penny Testing along with Production Management/Implementation Manager and customers
• Plan, document, track and manage the Client Adoption requests and discuss the priorities when the demand exceeds capacity
• Perform server maintenance sanity checks
• Coordination of Testing activities with multiple back-end application teams
• Conduct regular calls with Implementation Managers on regular basis
• Support all regions including US/AP/EU in various shift
• Raise PKI certificate request and provide the public certificate chain to customers
• Receive and validate all signed-forms from customers(PKC and CSR confirmation)
• Solve production issues as part of API and DBDC L1 and/or coordinate with respective L2/L3-Teams in 24/7 mode.

Your skills and experience

• Hands-on experience in Cash / Trade / Custody Application Support
• Hands-on experience in UNIX
• Hands-on experience in various communication Protocols (SFTP, AS2, HTTPS, FTPS, etc.)
• Hands-on experience with Core Java
• Hands-on experience in Oracle
• Hands-on experience in Firewall opening & networks
• Hands-on experience in various file / message formats
• Hands-on experience in API
• Knowledge on various compression, encryption techniques
• Knowledge on SSL and SSH authentication
• Knowledge on Webmethods

How we ll support you

• Training and development to help you excel in your career
• Coaching and support from experts in your team
• A culture of continuous learning to aid progression
• A range of flexible benefits that you can tailor to suit your needs