Relationship Manager, Client Service, Associate

About this role

About BlackRock

BlackRock’s purpose is to help more and more people experience financial well-being. As a fiduciary to investors and a leading provider of financial technology, our clients turn to us for the solutions they need when planning for their most important goals. As of June 30, 2023, the firm managed approximately $9.4 trillion in assets on behalf of investors worldwide!

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
• 3+ years of experience
• BA/BS or equivalent

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.