Client Service Support Senior Specialist, Associate 2

Function description

Support Client Service teams in Client Portfolios in providing a differentiated client experience through globally consistent roles, responsibilities, and business controls. Responsibilities incorporate standardized client service processes including Client KPI package creation, periodic reviews, client access management, facilitating prioritization of new client service activities such as market events and support for transformative State Street technology initiatives and managing recurring and one time multi portfolio projects that typically require Client Service action.

Purpose Of Role:

• The Client Service Support Senior Specialist is responsible for providing support to external and internal clients, client service leads, relationship managers and other State Street’s internal teams ensuring timely and accurate processing of operational tasks, queries and ad hoc projects.

• The role includes preparation and review of deliverables as per schedule, proactively resolving inquiries and exceptions on a case‑by‑case basis in close collaboration with functional teams and State Street peers.

Specific Duties:

• Prepare and review deliverables serviced by team in line with Client Service Enablement operational model, SLA agreements ensuring timeliness and accuracy, compliance, and delivery in line with established standards.

• Investigate, research, and resolve client and relationship managers issues and queries using internal systems and external data sources, escalating when required.

• Act as a first point of contact for client service-related issues

• Provide timely, accurate, and professional responses to all inquiries.

• Keep Team Managers informed of daily progress and the status of open requests.

• Escalate complex issues or service risks to relevant stakeholders.

• Proactively identify service issues with potential client impact and raise them to appropriate stakeholders.

• Adhere to internal procedures, controls, and regulatory requirements. Identify and report any control gaps.

• Contribute to process improvements by identifying opportunities for process optimization, including the use AI solutions, and support initiatives aimed at increasing efficiency and service quality

• Adhere to team and department framework and work organization.

• Maintain clear and effective communication with team members and business partners.

• Demonstrate strong time management and organizational skills to meet deadlines related to both daily work and project activities.

• Support process changes by actively contributing to implementation, testing and documentation updates.

• Take ownership of personal development by using available training platforms and actively seeking growth opportunities.

• Participate in growth opportunities and global technology adoption.

• Ensure departmental procedures, job aids and controls in place are followed and kept up to date.

Work Assessment

Yearly Performance Management System

Skills

• Good command of English (additional languages are an asset)

• Proficiency in Microsoft Office tools, particularly Excel

• Strong client‑facing and stakeholder management capabilities

• Ability to manage service issues independently

• Very good communication, influencing, and problem‑solving skills

• Strong analytical mindset with attention to detail

• Ability to work across functions and navigate ambiguity

• Proactive, accountable, and solution‑oriented approach

Work Parameters Or Boundaries:

• Internal State Street Bank International and Poland Branch procedures & regulations

• Standard of Conduct

Specific Qualifications / Skills:

• Able to operate under pressure with time-sensitive deadlines.

• Attention to details.

• Comfortable leading and motivating others.

• Excellent analytical and problem-solving skills.

• Flexibility in working outside of own responsibilities to assist the team.

• Strong knowledge of asset-servicing and strong understanding of domestic and international markets.

• Excellent written and verbal communication skills.

• Ability to deal with global operating parties in an efficient manner, considering cultural differences.

• Numeracy/literacy skills.

• PC literate and competent in use of spreadsheets and word processing. Good technical skills in using MS Office.

• Strong organizational and communications skills as well as team orientatio