Electronic Client Service Analyst

1 month ago

Wayne, United States Pyramid Consulting Full time

Immediate need for a talented Electronic Client Service Analyst. This is a 08- 09+months contract opportunity with long-term potential and is located in Chesterbrook, PA(Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID: 24-29907

Pay Range: $48.15/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).

Key Responsibilities:

  • Ensure every call is answered professionally and promptly and that the highest level of customer service is portrayed. Project a knowledgeable and friendly manner and take ownership and responsibility for every call.
  • Troubleshoot and Resolve issues across all client electronic products and services as effectively as possible. Escalate issues to the relevant teams and ensure a quick and effective resolution every time.
  • Manage incidents and effectively coordinate support and resolution between IT, sales, trading, software vendors and back to Clients. Work with IT to ensure that normal service and operations are resumed and appropriate fixes are put in place as quickly as possible
  • Take ownership for all internal and external communications for affected clients and users and ensure service updates are regularly communicated.
  • Proactively monitor the status of all systems and electronic trade flows, and ensure that clients are connected, being priced and able to trade at all times.
  • Work closely with Sales, Trading, Credit, IT and the back office for the swift resolution of any deal issues (e.g. off-market rates, booking or confirmations issues etc.)
  • Work with the existing eCSG team to build and promote a world class service team that differentiates Client as a market leader in the ecommerce space.
  • Client Onboarding:
  • Responsible for managing and implementing all Client and User Onboarding requests to client electronic trading platforms. These include ECNs, Multi Dealer platforms, Single Dealer Bank platforms and FIX API Connections.
  • Work closely with the sales, trading and support teams globally to manage the configuration of Pricing and Client margin across multiple electronic platforms and systems.
  • Work closely with Client Onboarding teams and Sales support to ensure correct mappings of new clients in all the relevant electronic systems prior to Go Live.
  • Record all Client Onboarding activities and requests in our ecommerce tool to ensure accurate and meaningful MIS around Onboarding activities.
  • Internal Support:
  • Assist Sales with training and demos of electronic platforms to clients.
  • Provide support to voice Sales for e-Voice flows and ensure correct mappings and client setup
  • Provide Sales with support on ad hoc reporting and MIS around electronic trading volumes and client statistics.
  • Monitor flows using data-mining analysis and generate intelligent triggers for Sales to act on.
  • Pricing Configuration:
  • Manage all pricing and tier changes for Sales and Trading
  • Manage client margins on behalf of Sales and trading, update and amend as required by the business
  • Manage price controls and limits across all currencies and ensure that all changes are properly controlled and approved prior to implementation.

Key Requirements and Technology Experience:

  • Knowledge of FI eCommerce products and solutions preferably in FX, Rates & Credit business lines
  • 2-4 years client facing background working with customers, vendors, sales and trading
  • 2-4 years of experience working in a client support or application development role supporting a proprietary eCommerce platform, ECN/vendor platforms, FIX API connections and algorithmic execution strategies.
  • Excellent communication skills to quickly and accurately report/resolve both internally and externally.
  • Project Management experience delivering small projects or enhancements to an eCommerce platform either in a Support/Service role or Development capacity
  • Experience of Prime Brokerage Onboarding and Give up flows for electronic execution
  • Exposure to different STP solutions, workflows and implementations for FI markets
  • Understanding of Relational Database and Object oriented database design
  • MS Excel Pivot tables, Write advanced formulas and Macros for custom reports
  • FIX protocol Understand FIX specification for supporting Client and Vendor connections
  • Background in IT or Front office working with Sales and Trading
  • Fixed Income Product Knowledge
  • Understanding of Pricing
  • Ecommerce Client Service and Onboarding.
  • Experience providing product demos and training.

Our client is a leading Financial Industry, and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.

Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, colour, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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