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Recruitment Director | 18 years recruiting Financial Services Technology & Change professionals
My global FinTech client, based in London, is looking for a permanent Level 2 Client & Business Support Analyst to support derivative reference data products and services, and their client onboarding and support portal, used by an international client base. Hybrid working, 3 days in the London office, paying up to £60k.
The Level 2 Client and Business Support Analyst will work with both internal stakeholders and external clients to resolve inquiries and issues on product and service features and/or application functionality, responding with timely solutions, and contributing to ongoing service enhancements.
The successful candidate will have good analytical, problem-solving, and organizational skills, and interpersonal qualities. They will be technically savvy, able to collaborate well with colleagues and clients alike, and somebody who displays proactive issue ownership and accountability. While working as part of a global client support team, the role is London based on normal London working hours.
* Experience working in a Client facing Support Analyst role within a bank / fintech
* Understanding of financial derivatives products
* Experience working with ticketing systems e.g., Zendesk, Salesforce
* Exposure to financial derivative market regulatory developments
* Experience of dealing with and prioritising multiple issues or items each day, researching to find answers, communicating directly with clients via an online support portal and over the phone
* Experience of creating client-facing documentation e.g., product templates, user guides or similar
* Ability to follow documented internal procedures and assist in updating them where necessary
Responsibilities:
* Develop specialist knowledge of our derivative reference data products, client onboarding and support portal, as well as other systems supporting their reference data service
* Level 2 Support point of contact for clients during onboarding and in-life management
* Develop a deep understanding of the user legal agreement and policy framework
* Communicating clearly and effectively to assess client needs and provide timely resolution paths
* Working collaboratively with, and providing escalation point to our L1 Support team on issues and queries
* Troubleshoot more complex tickets raised by clients, prioritising accordingly, and keeping them informed of status, in accordance with Service Level Agreements [SLAs]
Please apply now for immediate consideration and further details.
Keywords: Derivatives, Business support, Business Support Analyst, Client Support Analyst, client support, Reference Data, Onboarding, Zendesk, Salesforce, Banking, FinTech.
Scot Lewis Associates Ltd is acting as an employment business.
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology and Finance
Industries
* Banking, Investment Banking, and Financial Services
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