Client Services Analyst

Description
The Application Support department at BGC Partners (Australia) Pty Ltd is seeking a Client Services Analyst to provide essential support for our front-office and middle-office platforms. This customer-facing role requires a unique blend of strong communication skills, practical trading workflow knowledge, and a keen interest in developing technical capabilities. The successful candidate will be a key point of contact for internal brokers and external clients, managing issues and incidents with a focus on effective communication and timely resolution. This role is an excellent opportunity to contribute to a dynamic team and make a real impact on our clients' experience.

Responsibilities

• Provide first-line support for BGC/GFI trading platforms, ensuring client issues are managed efficiently and resolved within agreed service levels.
• Act as a client-facing support representative, communicating clearly with brokers, traders, and operations teams during investigations and service disruptions.
• Partner with sales and broker teams to support customer adoption, explain platform functionality, and assist with issue resolution during client visits.
• Triage, investigate, and own issues from initial report to resolution, escalating to specialist technology teams while maintaining client communication and accountability.
• Develop a practical understanding of end-to-end trading workflows, including trade capture, STP, market data, and post-trade processing for FX and Rates products.
• Identify recurring issues and service improvement opportunities, leveraging AI and tooling to enhance operational efficiency.
• Create, maintain, and improve operational procedures, support guides, and client-facing knowledge within Confluence.
• Contribute to onboarding, platform changes, client readiness, and team initiatives across the APAC Application Support function.
• Stay updated with BGC/GFI technologies, continuously developing product and workflow knowledge to provide effective support.
• Maintain a calm and professional demeanor, especially during volatile markets and time-sensitive issues.

Qualifications

• Bachelor's degree or equivalent practical experience, with 1-5 years in client services, trading support, junior sales, operations, or application support in financial markets.
• Good business knowledge of Forex and/or Interest Rate Swaps (IRS), with a desire to expand knowledge across Rates, Credit, and electronic trading workflows.
• Strong communication and interpersonal skills, able to engage confidently with brokers, traders, operations teams, and client IT contacts.
• Commercially aware with a customer-service mindset, understanding client priorities and representing the team professionally.
• Motivated to develop technical skills and learn BGC/GFI technologies, including trading platforms and operational tooling.
• Understanding of STP trade flows and related platforms is desirable.
• Previous experience with trading systems, trade capture, exchange connectivity, or market data is beneficial.
• Good working knowledge of Windows and Microsoft productivity tools, with basic Unix/Linux, networking, SQL, or scripting skills an advantage.
• Ability to manage time effectively, work independently, and respond quickly to client-impacting issues.
• Adaptable, punctual, and reliable, with a keen interest in progressing within trading application support and client services.