It’s never been a more exciting time to join Vistra.  

At Vistra our purpose is progress. We believe that our clients have the power to change the world and to do great things for global progress, and we exist to remove the friction that comes from the complexity of global business – to help our clients achieve progress without friction. 

But progress only happens when people come together and take action. And we’re absolutely committed to building a culture where our people can do just that.  

We have an exciting opportunity for you to join our team as Client Experience Associate. Reporting to the Client Experience Manager, this full time, permanent position is based in Budapest and offers global coverage, allowing you to make a significant impact on our Client Experience business and its growth.

Role Overview

The Client Experience Associate supports the Client Experience Manager in coordinating service delivery across a client portfolio, including query logging, service tracking, communications, data maintenance and coordination of invoicing queries where required.

This role builds knowledge of Vistra’s services and client-facing skills for progression towards a Client Experience Manager role. Working under the Client Experience Manager’s guidance, the Associate supports client relationships, governance activities and escalations, while remaining accountable for assigned tasks rather than independently owning the client relationship.

Key Responsibilities

1. Client Communication & Correspondence
•    Support the Client Experience team with day-to-day client communications and query handling
•    Prepare routine updates on the status and progress of client requests
•    Support client meetings by preparing agendas, meeting notes and action logs
•    Refer non-standard communication requirements to the Client Experience Manager

2. Daily Operations & Request Coordination
•    Receive, log and triage client requests, and draft and send standard acknowledgement emails within agreed SLA response windows
•    Assign requests to the appropriate team within defined timeframes
•    Monitor request progress and milestones at agreed intervals throughout the day, and flag delivery delays to the Client Experience Manager
•    Coordinate with Service Delivery teams and follow up on aged requests to support timely action and resolution
•    Where required, log and coordinate client invoicing queries with the responsible team, track progress and escalate unresolved discrepancies to the Client Experience Manager
•    Promptly escalate blocked or stalled requests through the defined escalation protocol
•    Prepare internal request-status summaries for the Client Experience Manager’s review
•    Prepare and share internal handover notes when transferring requests between teams
•    Contribute to weekly team coordination meetings
•    Support the Client Experience Manager in preparing internal meeting materials and briefing notes

3. SLA Monitoring & Reporting Support
•    Compile system data to update dashboards, prepare weekly and monthly SLA performance reports, and generate other standard reports as directed by the Client Experience Manager
•    Proactively flag requests at risk of breaching SLAs and promptly report actual breaches to the Client Experience Manager
•    Support the Client Experience Manager in responding to client queries about SLA performance

4. Quality Assurance Support
•    Check own outgoing communications and request updates for accuracy, clarity and professionalism before release
•    Record quality issues and report them to the Client Experience Manager
•    Participate in manager-led quality assurance reviews
•    Promptly apply corrective actions arising from quality assurance feedback

5. Process Adherence & Continuous Improvement
•    Follow all documented processes and standard operating procedures
•    Identify and document process inefficiencies and gaps, and share improvement opportunities with the Client Experience Manager
•    Promptly adopt updated processes and tools as communicated

6. Systems & Data Management
•    Maintain complete, accurate and up-to-date client correspondence, request records, portfolio tracking logs and supporting documentation in Vistra’s platforms and systems, in line with data quality standards
•    Keep relationship maps and client contact details up to date, where required
•    Report system errors, data discrepancies and access issues to the Client Experience Manager
•    Complete mandatory system training and stay current with tool updates

7. Compliance & Risk Awareness
•    Comply with all data protection, confidentiality and regulatory requirements in every client interaction
•    Complete all mandatory compliance training on time
•    Immediately escalate suspected compliance breaches and data incidents, and follow the defined escalation matrix for all risk events
•    Stay informed of regulations relevant to client service delivery

8. Professional Development & Team Contribution
•    Pursue role-relevant learning opportunities
•    Build knowledge of cross-sell and upsell indicators
•    Contribute insights in team knowledge-sharing sessions
•    Apply feedback from reviews and manager coaching to strengthen capability
•    Develop proficiency in the systems used for assigned responsibilities, including Salesforce, SAP and Microsoft 365, against learning objectives and timeframes agreed with the Client Experience Manager
•    Support new Associate onboarding as requested by the Client Experience Manager

Relevant Experience

●    Required: 1–2 years’ experience in client services, account support, customer success or administrative coordination
●    Experience supporting multi-country or multi-service client portfolios — advantageous
●    Exposure to B2B professional services, outsourcing, consulting, business services, finance or legal services, including global delivery or shared service centre environments — advantageous

Core competencies

• Client Focus
• Attention to Detail
• Organisational Skills
• Communication
• Problem Identification
• Accountability
• Continuous Learning 

Technical Skills 

• Salesforce desirable
• SAP desirable
• Microsoft Outlook required
• AI tools, Microsoft Pilot desirable 

If you are excited about working with us, we encourage you to apply or have a confidential chat with one of our Talent Acquisition team members. Our goal is to make this a great place to work where all our people can thrive. We hope you join us on this exciting journey!