At a Glance
- Tasks: Provide expert support for Portfolio Management Systems and resolve complex client inquiries.
- Company: Dynamic financial services firm focused on client satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on continuous improvement and career advancement.
- Why this job: Join a team that values innovation and client success in a fast-paced environment.
- Qualifications: 3-5 years in client support with strong analytical and communication skills.
The predicted salary is between 50000 - 65000 £ per year.
The CS PMS Specialist provides expert support for Portfolio Management Systems (PMS). This role involves addressing complex client inquiries in EMEA timezone, collaborating with internal teams, and enhancing service delivery to ensure optimal solutions for clients and efficient workflow processes. This role sits as a specialist layer within the CWAN Client Service support structure, complementing the deep technical expertise of our sophisticated client base.
Responsibilities:
- Serve as a technical escalation from CSR inquiries across multiple asset classes and system functionality in the legacy Enfusion architecture, providing in-depth analysis and solutions to complex trading-related issues.
- Collaborate with Level 1 personnel in the EMEA Asset Manager pod to identify and resolve discrepancies in trading data, P&L reports, and positions by performing advanced reconciliations and validations.
- Investigate recurring issues to identify root causes, documenting findings and collaborating with SME teams to implement long-term fixes and process improvements.
- Deliver training programs for Level 1 support staff, Account Managers and SDMs focusing on advanced troubleshooting techniques and escalation procedures to enhance overall team performance.
- Facilitate communication between the SME’s, trading, operations, product management, and engineering teams to ensure cohesive resolution of escalated issues and accurate implementation of new features.
- Collaborate with appropriate SME & BA teams across the OMS/PMS test system enhancements, ensuring new features meet user needs and facilitate a smoother user experience for both clients and internal users.
- Client aligned in pod structure to be focused on delivering the best client outcome to improve NPS/CSAT and client delight amongst within their designated pod.
- The specialist will have specific Mean Time to Acknowledge (MTTA) and Mean Time to Recover/Resolve (MTTR) productivity metrics to hit daily, understanding the complexities of specialist level queries resolutions times can vary.
Required Skills:
- 3-5+ years of experience in client support for Order Execution Management Systems or Portfolio Management Systems.
- Strong and deep understanding of financial instruments, Listed and Complex Swaps/Derivatives.
- Outstanding analytical and problem-solving skills.
- Outstanding communication and interpersonal skills, particularly in client-facing situations where clarity is key.
- Prioritisation management in identifying ticket urgency.
- Strong Intellectual curiosity for root cause analysis of problems and remedying these with optimal system solutions.
- Demonstrates strong cross functional collaboration skills and works effectively with diverse teams to deliver the best client outcome.
- Strong sense of technical ownership to see issues through to completion.
Education & Experience:
- Bachelor’s degree in Finance, Accounting, Economics, Computer Science or a related field.
- Prior Experience at an OMS/PMS in a similar role is desirable.
- Buy side operational and front office experience desirable.
- Experience in a client-facing technical role is essential.
Client Service Product Support Specialist - PMS employer: Clearwater Analytics, Ltd
As a Client Service Product Support Specialist at our Edinburgh or London office, you will join a dynamic team that values collaboration and innovation in delivering exceptional client service. We offer a supportive work culture that prioritises employee growth through continuous training and development opportunities, ensuring you can enhance your skills while contributing to meaningful solutions for our sophisticated client base. With a focus on work-life balance and a commitment to fostering a diverse and inclusive environment, we are dedicated to making your experience both rewarding and fulfilling.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Product Support Specialist - PMS
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to client service and technical support. We recommend role-playing with a friend to boost your confidence!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you’ve tackled complex issues in the past, especially in client-facing situations.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and you’re considered for the role you want.
We think you need these skills to ace Client Service Product Support Specialist - PMS
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Client Service Product Support Specialist role. Highlight your experience with Portfolio Management Systems and any relevant technical skills. We want to see how your background aligns with what we’re looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about this role and how your skills can help us enhance service delivery. Keep it concise but impactful – we love a good story!
Show Off Your Problem-Solving Skills:In your application, don’t forget to showcase your analytical and problem-solving abilities. Share examples of how you've tackled complex issues in the past, especially in client-facing situations. We’re all about finding optimal solutions!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Clearwater Analytics, Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of Portfolio Management Systems and Order Execution Management Systems. Understand the complexities of financial instruments, especially Listed and Complex Swaps/Derivatives. This will help you answer technical questions confidently.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've tackled complex client inquiries or resolved discrepancies in trading data. Highlight your analytical skills and how you've implemented long-term fixes in previous roles. This will demonstrate your capability to handle the challenges of the position.
✨Communicate Clearly
Since this role involves a lot of client interaction, practice articulating your thoughts clearly and concisely. Think about how you can explain complex concepts in simple terms. Good communication is key, especially when dealing with clients and internal teams.
✨Be Ready to Collaborate
This position requires strong cross-functional collaboration skills. Be prepared to discuss how you've worked effectively with diverse teams in the past. Share examples of how you facilitated communication between different departments to achieve a common goal.
