The Client Service team is a diverse and dynamic team covering a wide range of functions and responsibilities, from answering client queries and executing onboarding requests through to investigation and resolution of complex incidents using various back‑end systems and technology. The team works closely with internal and external stakeholders, including Development, Product, Connectivity, Project Managers, Training and AccessFintech clients. This is a crucial client‑facing role where a strong sense of ownership and commitment is required. The team provides efficient, responsive and professional support within stated SLAs.
The successful candidate will be the first point of contact for clients experiencing issues in the AccessFintech platform, owning daily ticket management from start to finish. The team uses back‑end systems, databases and technology to perform investigations, problem solve and provide resolution steps. They also handle various projects and maintain Client Service documentation.
Responsibilities
- Take ownership, update and resolve client incidents within agreed SLAs
- Proactively investigate and resolve incidents using the platform, developer tools, back‑end systems and databases
- Identify and elevate critical and complex incidents to stakeholders and create client incident reports
- Prevent future issues by identifying root cause and documenting successful resolution steps and preventive measures
- Support client and user onboarding by completing required platform configuration
- Check relevant monitoring tools, address incidents and elevate to stakeholders
- Maintain thorough understanding of how the platform is used and configured
- Plan and manage project work and documentation and develop process improvements to enhance service
Requirements
- Bachelor’s degree in an appropriate field of study or equivalent work experience
- 1–2 years experience in a Client Service, Project Management or Technology role
- Strong problem‑solving and analytical skills to identify root cause of incidents and contribute to solution rollout
- Ability to understand complicated process flows
- Ability to work under pressure, prioritize workload and manage deadlines
- Willingness to assume responsibility and make timely decisions, including escalation when appropriate
- Ability to build relationships, liaise and coordinate with internal stakeholders and third parties/vendors for incident resolution
- Excellent client‑facing and customer service skills
- Excellent written and verbal English language skills
- Proactive and flexible team player
Desired
- Previous experience in Financial Services
- Previous experience in back‑end systems and databases (relational and non‑relational)
- Sound understanding of:
- File transformation and data normalization
- Connectivity protocols including MQ, FTP, FIX
- Messaging formats such as XML, FIX, JSON, and Proto
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