Business and Client Support Specialist

  • Competitive
  • New York, NY, USA
  • Permanent, Full time
  • Yunikon Consultancy
  • 08 Dec 17 2017-12-08

My client is an established Fin Tech company which is world-renowned for their electronic services in the post-trade processing in the securities lending & repo markets. They are an innovative company and going through a growth stage, expanding into new markets. As market leaders in this space, they have a stable client base as well as the opportunity to service new clients and due to this expansion, they require a client service professional to join the team.

My client is an established FinTech company which is world-renowned for their electronic services in the post-trade processing in the securities lending & repo markets. They are an innovative company and going through a growth stage, expanding into new markets. As market leaders in this space, they have a stable client base as well as the opportunity to service new clients and due to this expansion, they require a client service professional to join the team.

Position

The Business and Client Support Specialist role is an integral role within the Client Services team and involves ownership and hands on participation in client support, setup, configuration and roll out of the company’s services. The role also involves supporting the sales team by taking on actions following client meetings. The position offers a unique opportunity to gain a broader understanding of the Securities Finance business through exposure to a wide spectrum of borrowers, lenders and service providers.

Role

The key responsibility of this role is relationship management of new and existing clients. Following an introductory meeting with a member of sales, you are responsible for providing first rate client services and RM, with periodical review meetings and social events with clients

. • Work closely with the sales team to ensure implementation of new clients is smooth, follow up actions and deliverables for clients following the sales meetings

• Client support responding to customer queries and service requests via telephone and emails as well as face to face client meetings

• Assist clients with an understanding of my clients’ products

• Proactively monitoring support ticket queues and ensuring all tickets are responded to in a timely manner and where appropriate escalating issues to ensure they are rectified in a timely manner

• Maintain and build relationships with clients to the point of being able to identify up-selling opportunities, especially as new products and features are consistently being built

• Communicate client feedback and work with the technology group to specify and deliver change requests.

• Proactively promote the use and benefits of their services with our existing clients

• Optimisation of existing reconciliations to maintain high matching rates based on feedback and control reports analysis

• Hands on set up, configuration & review of services for existing clients using in-house written tools

• Providing requirements input for system enhancements and development of new features and pre-release testing of new functionality

Challenges

The key challenges in this role are to:

• Rapidly develop a detailed understanding of the services that they offer and the associated benefits / value proposition each service provides

• Understand how the services work from a process and configuration perspective to analyse how best to support the clients’ requirements

• Learn to effectively use the in-house tools to set up and configure their services

• Gain a clear understanding of clients’ business and booking practices and how this impacts the effectiveness of the services provided

• Understand the limits in your knowledge of their services and refer any client queries where you are unsure of the answer to other members of staff as required

• Understand the competitive market place that they operate in and the value proposition employed by our competitors

• Deliver services to clients of the highest level of quality, striving for excellence

Requirements:

• Excellent communication skills, both written and oral with the ability to liaise with clients who may be based all over the world

• Experience of working in client facing roles with a strong client service focus. Ability to build and maintain strong working relationships with clients as well as internal teams

• Self-motivated, pro-active and autonomous, highly organised, with good team-working skills

• Excellent understanding of Securities Finance post-trade processes

• Ability to absorb and retain complex business information rapidly

• Strong problem solving and analysis skills

• High level of professionalism and respect for clients’ confidentiality

• Technically minded to fully exploit in-house configuration tools

• High degree of proficiency in Excel, Word and PowerPoint