Client Service Support, Analyst

Service Innovation Desk (SI Desk)

The S Desk is a new function in the firm’s global Client Experience organization that will bring greater efficiency to how we service our clients. It is a key enabler for our CX strategy and a critical component of BlackRock’s client experience evolution. Our team members span the globe, with a presence in Edinburgh, Budapest, and Atlanta. Come join us as we build the function!

The Opportunity

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 leveraging 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.

Key Responsibilities of the Role:

• 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 seamless 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:

• 1-3 years of experience in client service, operations, sales or portfolio management support

• experience in process automation and workflow optimization – VBA (Excel), Power Automate, AI, and comparable tools

• A passion for serving clients by being responsive and empathetic

• A knack for 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

• An interest in asset management and a desire to learn

• BA/BS or equivalent

• Audit experience - nice to have