Client Service Analyst and L1 Specialist

2 semanas atrás

Lisboa, Lisboa, Portugal Deutsche Bank Tempo inteiro

Details of the role:


The Client Service Analyst is responsible for assisting with client issues proactively, efficiently and to the satisfaction of the client, within assigned portfolios.

Typically working under the guidance of the Client Services Manager and/or Client Services Specialist, they provide administrative and analytical support in the daily administration and coordination of assigned clients/accounts; servicing of client enquiries, escalation of client issues, the administration of client service issues including SLA's, preparing client reporting, in some cases assisting with on-boarding activities for new and existing clients and working with Operations to ensure products/services are set up for their client base.


We require a highly motivated and experienced service officer to join our team and ensure our standard of service excellence is maintained.

You will be also responsible as the Global Customer Service Officer, for some clients, to bring premier service across all products and regional markets to make it easy for clients to do business with Deutsche Bank throughout the entire client lifecycle, make Implementation & Service a reason to stay with Deutsche Bank, and provide service in the most efficient way.

You will become the central point of contact of expertise to translate complex client inquiries/issues into workable solutions.


Provides technical support for electronic banking platforms and self-service apps, including Escalates issues with respective L2 / L3 support teams if needed.

The Client Service Analyst will be also in charge to cover of Account Client Owner Role.

Your Key responsabilities:

  • Support clients in managing a wide range of transactions for international and domestic clients, varying in complexity from account bank to multirole transactions with multiple deliverables. As the dedicated face of Deutsche Bank Cash Management, receive inquiries from selected clients and respond immediately or hand over to the appropriate operational units for handling, utilizing our webbased tracking & monitoring tool to log, coordinate, follow up, and provide status updates and final resolution to those clients. Respond to account/transaction related inquiries and provide solution in close coordination with internal departments or other Implementation and Service units abroad.
  • Work closely with Sales and Product Management team when there is any new products or enhancements to the current services to client. Liaise closely with global & regional Cash Management Implementation, Sales, Product Management, and service teams in a dynamic global environment to meet client needs.
  • Complete clients regular service reviews, due diligence questionnaires and visit. Develop client service plans for recently implemented and existing cash management clients.
  • Responsible for ensuring excellent service is provided to all clients
  • To ensure to client satisfaction with respect to services offered under the contract and to ensure all queries and complains are attended and resolved without any escalation.
  • Management of a portfolio of selected Global Brand Name clients, providing a dynamic, sensitive, & professional contact point and coordinator for all their strategic and daytoday service needs upon hand over from the Implementation team.

Your skills and experiences:

  • Experience from a Client Service, Product Implementation and Operations perspective with experience in Corporate Cash Management.
  • Service driven attitude, strong client focus, and empathy towards clients.
  • Ability to manage inquiries timely and accurately, following up to ensure client satisfaction.
  • Experienced accounts' daily activity management helpful.
  • Proficiency with software such as Outlook, Microsoft Excel, and PowerPoint and file format XML, CSV.
  • Works collaboratively within the organization, as well as independently.
  • Demonstrate good language and communication skills (English and Portuguese).

What we will offer you:

  • Training opportunities, e.g., via our platform for digital learning
  • We promote good working relationships and encourage high standards of conduct and work performance
  • Our values define the working environment we strive to create diverse, supportive, and welcoming of different views
  • We embrace a culture reflecting a variety of perspectives, insights, and backgrounds to drive innovation.

  • We build talented and diverse teams to drive business results and encourage our people to develop to their full potential.

Our values define the working environment we strive to create - diverse, supportive and welcoming of different views. We embrace a culture reflecting a variety of perspectives, insights and backgrounds to drive innovation.

We build talented and diverse teams to drive business results and encourage our people to develop to their full potential.

Talk to us about flexible work arrangements and other initiatives we offer.

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