Client Services Analyst

Responsibilities:

• Respond promptly and professionally to client enquiries through multiple channels such as email, ticketing systems, live chat, and phone calls, ensuring each interaction is handled with care and attention to detail.
• Educate clients on the use of proprietary trading platforms and administrative portals, guiding them towards effective self-service solutions within a highly automated business model.
• Support clients throughout the entire trading cycle by providing clear explanations of processes such as funding accounts, transferring positions, managing corporate actions, calculating margins, and reconciling statements.
• Troubleshoot client issues with empathy and persistence; take ownership of problems by following up diligently and escalating matters when necessary to ensure timely resolution.
• Collaborate closely with internal teams including Legal & Compliance, Risk Management, IT Support, Cashiering, Clearing Operations, and other service groups worldwide to address complex client needs.
• Maintain up-to-date knowledge of global market developments and product offerings to provide accurate information and proactive support to clients.
• Contribute to the development of long-term client relationships by delivering superior service that fosters trust and satisfaction among retail investors, advisors, broker-dealers, and institutional partners.
• Participate in ongoing training sessions to stay current with evolving technologies and regulatory requirements relevant to electronic brokerage services.
• Assist in process improvement initiatives aimed at enhancing the efficiency of client service operations while maintaining compliance with industry standards.
• Document all client interactions accurately within internal systems to ensure transparency and facilitate effective follow-up.