Posted 3 months ago
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The Senior Client Services Analyst provides tier-1 support to banks, hedge funds and other financial institutions, handling helpdesk tickets via Salesforce and coordinating with internal teams to resolve client issues. The role involves owning client cases, raising defects when needed, creating knowledge articles, and sending service notifications. It requires deep knowledge of the regulatory reporting services offered and collaboration with development, QA, professional services to improve customer service and proactive support. The position also includes coordinating monthly operational meetings with key clients and administering the team's case management and documentation.
- Compensation
- Not specified
- City
- Not specified
- Country
- Romania
Currency: Not specified
Full Job Description
Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, regulatory reporting and trade confirmation services).
The Client Services Analyst will provide tier 1 support to banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work various internal stake holders to ensure clients issues are proactive managed to satisfactory conclusion.
Enter the key responsibilities of the role:
As a Regulatory Reporting helpdesk team member, we respond efficiently to customer queries and carry out Tier 1 investigation of reported problems in accordance with SLAs. Tickets are handled via the Customer Portal which is hosted in Salesforce.
We raise defects to the internal relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress
Be or become highly knowledgeable in the relevant business services we provide
Send service notifications and broadcast communications to users
Collaborate well with all other internal teams responsible for the business solutions supported by the team – development, QA, professional services, solutions
Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service – particularly in ways to proactively help our clients.
Coordinating and running monthly operational meetings with key clients, allowing them to highlight key issues and working with the Head of Support in championing these challenges to resolution.
Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.
Keep the internal documentation up to date.
Creating knowledge articles and client tooling to reduce ticket numbers
Enter the essential experience and skills required:
2-3 years’ experience on a helpdesk or similar client-facing role
Knowledge of SQL or any other programming language (specific SQL Server experience is best)
A Client Centric approach, with excellent customer-facing telephone/ticket management capabilities
Superb communication and collaborative skills with both clients and internally
Excellent presentation and meeting facilitation skills able to explain complex technical issues and solutions in a way that our clients can understand
Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.
Proficient in English language - reading, speaking, listening, writing
Nice to have:
Regulation, MiFIR / EMIR experience
Basic understanding of networking including FTP/SFTP.
Experience with JIRA/Confluence/Service Now
Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyones race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.
You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what its used for, and how its obtained, your rights and how to contact us as a data subject.
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.
Location: Bucharest - Iuliu Maniu Boulevard
Time Type: Full time
