Job title: Senior client representative. I work for a Canadian bank.
• Serve as the primary point of contact for institutional clients regarding Mandatory and Voluntary Corporate Actions, ensuring timely and accurate communication while mitigating market risk.
• Provide client service support to full coverage clients, including Investment Managers, Mutual funds, ETFs, Pension plans, and Sub-Custodians.
• Manage the entitlement events by advising clients of upcoming events, verifying event details, reporting account eligibility, and resolving discrepancies arising from settlement or data feed issues.
• Capture client instructions for voluntary events (e.g., tenders, exchanges), coordinate election submissions through internal processing teams, and communicate outcomes to clients within stringent market deadlines.
• Monitor coupon rate changes and reconcile income payments received from Canadian Depository for Securities (CDS) and transfer agents with both internal systems and client records; escalate discrepancies to internal teams as required.
• Review client account documentation related to withholding tax, investigate discrepancies in applied tax rates, and ensure the correct application of tax treaty benefits in accordance with client eligibility and internal jurisdictional guidelines.
• Investigate and resolve reconciliation breaks, failed trades, and discrepancies in cash balances and asset positions in accordance with internal control procedures.
• Review internally generated SWIFT messages (MT564, MT565, MT566, MT567, MT599) related to corporate action events, identify inconsistencies or missing data regarding event terms or entitlements, and escalate issues to the appropriate operational teams for resolution.
• Liaise with internal stakeholders, including Transaction Management, Payments, and Cash Reporting teams, to reconcile breaks, identify service gaps, and recommend operational improvements.
• Administer proxy voting events in coordination with Broadridge and internal proxy support teams, ensuring timely execution and reporting of client instructions.
• Prepare regular and ad-hoc reports for clients by analyzing entitlement data and respond to complex and non-routine client requests with accuracy and professionalism.
• Maintain and enhance internal desk-level operating procedures; identify recurring issues and contribute to the implementation of corrective actions and continuous improvement initiatives.
• Utilize internal systems such as BaNCs, Milvus, Trust, and CAPs to perform daily corporate actions-related activities with precision and efficiency.
• Ensure compliance with internal control framework, policies, and procedures for all entitlement and corporate actions processing activities.
• Collaborate with Client Service Managers and Operations teams to meet service level agreement (SLA) targets and effectively manage client expectations for standard deliverables and ad hoc requests.
• Share timely updates with team members regarding the status of ongoing corporate action events and key developments to support team collaboration and service continuity.
• Maintain discretion and uphold strict confidentiality when handling sensitive client information and internal correspondence.
Thank you!