Client Service Analyst
The client support role focused on analyzing incoming client queries mainly to our production environment, providing functional expertise and advice to clients, acting as the first level of escalation and coordinating necessary actions with other teams.
Your Primary Responsibilities:
Handling incoming client queries and calls through production and billing client support hotline or through queue management activities in Salesforce.
Accountable for analyzing, tracking and communicating updates and resolution to clients in a timely manner and within the query management expectations. Ensure and maintain accurate case management information and categorization.
Coordinate and provide appropriate response to clients by interacting with various internal teams: product management, relationship management technology and development teams
Coordinate and distribute client notifications with relevant business and management approval to inform of system downtimes, service disruptions or proactive client outreach.
Participate proactively in team meetings, identify and suggest process improvements that increase organizational efficiency and maximizes client experience. Identify training needs and facilitate training delivery.
Excellent communication skills (oral and written) and customer service skills.
Strong analytical and problem-solving skills.
Derivatives background and/or analytical experience, plus previous experience in a client-service role beneficial
Good computer and MS Office skills especially work in Excel
Well organized, ability to prioritize, meet deadlines, identify process risks and red flags
Bachelor's degree (Accounting) or equivalent experience
Minimum 3 years of related experience