Client Services Analyst

Responsibilities:

• General Role description:
Your role will be to help deliver world-class and industry leading support to our global client base across various written channels. You don’t need a background in finance to apply; we’re looking for people with a passion for providing excellent service and who have an interest in learning more about financial markets. This entry level role is ideal for those with strong interpersonal skills seeking work in a fast-paced, challenging and team-focused trading environment. We’re looking for a culture fit, the company prides itself of a vibrant and fun working culture that offers an enjoyable work environment to pursue productivity.


Job Responsibilities:
• Primary responsibility is to provide client support for the CDNA TSP's. This role may involve rotational shifts, which could include working on weekends;
• Addressing client support queries from our B2B TSPs on all our products;
• Assist clients with account and trading queries through various channels such as email and chats while adhering to SLA’s and delivering frictionless support;
• Interact with our non-client facing departments to resolve client queries and provide accurate service;
• Maintaining procedure manuals and other documentation;
• Proactively identify potential risk/fraud and escalate issues to management where appropriate;
• Liaising outside of the department with colleagues to build a strong relationship with other departments;
• Procedural and technological changes in the team are fast moving, with constant yet practical deadlines to meet and ever-changing regulations and procedures.

Experience:

• 3-4 years of working experience in customer facing role;
• Attention to detail, meeting regular deadlines and taking ownership of assigned responsibilities;
• Proven experience with process improvement and optimization;
• Strong team ethos.

Qualifications:

• A degree-level education
• Fluency in English (verbal and written);
• Proactive attitude in researching and resolving problems/issues;
• Ability to interpret complex changes in regulatory guidelines and adapt accordingly;
• Ability to manage multiple tasks with conflicting deadlines to a high degree of accuracy.


Desirable
• Basic Math skills, particularly mental arithmetic;
• Knowledge of Salesforce/CRM experience.

Skills:

• Literacy in Microsoft Office;
• Showing initiative in identifying problems and posing solutions with a logical and analytical approach;
• Flexible to work in shifts and non standard hours and weekends;
• Challenging mindset uses training and experience to identify the need for change/improvement;
• Strong organizational and time management skills;
• Excellent interpersonal and communication skills at all levels of the organization – both in writing and orally;
• Ability to cope well under pressure and adapt quickly to the ever-changing environment.