Client Services Associate

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 various internal and external stakeholders, including Development, Product, Connectivity, Project Managers, Training team and AccessFintech clients. This is a crucial client facing role where a strong sense of ownership and commitment is required. The team must provide efficient, responsive, and professional support to clients whilst working within stated SLAs. 

The successful candidate will be the first point of contact for clients experiencing issues in the AccessFintech platform and own the daily management of tickets raised, carrying out investigation for all AccessFintech products from start to finish. The team use various back-end systems, databases, and technology to perform investigation, problem solve and provide steps to resolution. The team are also responsible for various projects as well as the creation and maintenance of 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 escalate 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 escalate 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

•  Bachelor's Degree in 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 correctly identify the root cause of a range of incidents, and working on, or actively contributing to, the rollout of the solution
• Ability to understand complicated process flows
• Ability to work under pressure, prioritize workload and manage deadlines
• Willing to assume responsibility and make timely decisions, including to escalate when appropriate
• Ability to build relationships, liaise and coordinate with internal stakeholders and third parties/vendors for resolution of incidents
• Excellent client-facing and customer service skills
• Excellent written and verbal English language skills
• Proactive & flexible team player

Desired

• Previous experience in Financial Services
•  Previous experience in back-end systems and databases (relational and non-relational)
• Sound understanding of:

o   File transformation and data normalization

o   Connectivity protocols including MQ, FTP, FIX

o   Messaging formats such as XML, FIX, JSON, and Proto