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Title:  Service Delivery Associate (GIC) - Remote

Job ID:  3315
Location: 

US

Category:  Customer Service
Description: 

Donnelley Financial Solutions (DFIN) is a leader in risk and compliance solutions, providing insightful technology, industry expertise and data insights to clients across the globe. We’re here to help you make smarter decisions with insightful technology, industry expertise and data insights at every stage of your business and investment lifecycles. As markets fluctuate, regulations evolve and technology advances, we’re there. And through it all, we deliver confidence with the right solutions in moments that matter. 

Summary:

Acts as a project manager and service liaison between customers, sales, and multiple production platforms. Advocates on behalf of the client with a proactive, collaborative approach to all departments and the production team. Uses experience and knowledge, including that of XBRL, to provide advisory and consulting services to clients to provide direction in meeting their project needs and goals to achieve and meet all regulatory requirements of the client.


Works directly with clients to develop an overall plan to coordinate the production of client documents, electronic SEC filings, and print production in order to achieve the objectives of the service agreement in compliance with customer expectations, company policy, and profit and quality requirements. Applies understanding of customers’ business needs in building solid customer relationships, monitoring customer satisfaction, and providing consulting in conjunction with sales. May participate in support roles in sales presentations and client site visits with salesforce. May serve in leadership roles within shifts or project teams to lead the successful accomplishment of the above objectives. Has primary responsibility for all steps of service delivery, including Composition and Manufacturing through the final disposition of the customer product.

 

Responsibilities:

  • Engage appropriate departments to verify the issue and determine the root cause of issues that arise.
  • Communicate with customers regarding the resolution of issues.
  • Monitor progress of jobs throughout production, conferring with manufacturing operations on counts and final runs, and ensure the final product meets customer requirements and company standards.
  • May tally the final production runs and work performed to assemble paperwork for billing purposes.
  • Maintain continuing education and training in new Financial Services platforms and technologies as they are implemented and introduced into the service offerings.
  • Mentor and train Account specialists 1 and 2 levels.
  • Management and coordination of projects for new and existing clients including managing the client experience and interaction with other team members.
  • May present internal and client presentations regarding Financial Services products and offerings relevant to specific client needs.
  • Performs other related duties and participates in special projects as assigned.

Qualifications:

  • 5-7 years of relevant work experience managing all Financial Services products, including Printed Documents and SEC. 
  • 5 years of experience working within a service role.
  • 3-5 years of experience in software programs such as MS Office word processing, Excel 

 

Preferred Qualifications 

  • Able to apply broad work experience and knowledge when analyzing complex problems.
  • Must be able consistently to identify critical elements, variables, and alternatives to develop solutions.
  • Must be able to organize/prioritize existing resources and incorporate new information, as needed, to implement the most effective solutions.
  • Able to communicate clearly and courteously with those who need to know of decisions/actions/problems.
  • Able to apply excellent business acumen and collaborative skills when resolving problems.
  • Able to apply excellent functional computer knowledge in utilizing Microsoft Windows, or other technical tools in completing assignments.
  • Able to apply expertise in all the tools or applications used to complete work assignments.
  • Able to mentor junior-level team members in the use of tools and/or systems in the position.
  • Requires excellent communication skills with the ability to state messages in a clear manner by using language that is easy for others to understand.
  • Able to explain program policies and procedures in language that is understood by others.
  • Must be able to modify communication style both formal and informal to match the appropriate level of the audience targeted.
  • Requires a strong understanding of the impact of a message on the organization or customer.
  • Able to write with the clarity and precision necessary for the work being performed.
  • Bachelors degree in any discipline

 

It is the policy of Donnelley Financial Solutions to select, place and manage all its employees without discrimination based on race, color, national origin, gender, age, religion, actual or perceived disability, veteran's status, actual or perceived sexual orientation, genetic information or any other protected status. 

If you are a qualified individual with a disability or a disabled veteran, you have the right to request a reasonable accommodation if you are unable or limited in your ability to use or access jobs.dfinsolutions.com as a result of your disability.  You can request a reasonable accommodation by sending an email to AccommodationRequest@dfinsolutions.com. #BI-Remote


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