At a Glance
- Tasks: Provide expert support for Portfolio Management Systems and resolve complex client inquiries.
- Company: Join a leading financial services firm with a focus on innovation and client satisfaction.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic team environment with a focus on collaboration and continuous improvement.
- Why this job: Make a real impact by enhancing client experiences and solving challenging problems.
- Qualifications: 3-5 years in client support for financial systems and strong analytical skills required.
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 focussed 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; resolution 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
As a Client Service Product Support Specialist at our company, you will thrive in a dynamic and collaborative work environment that prioritises employee growth and development. We offer comprehensive training programs, a strong focus on teamwork, and the opportunity to engage with cutting-edge Portfolio Management Systems, all while working within the vibrant EMEA timezone. Our commitment to enhancing client satisfaction and fostering a culture of innovation makes us an exceptional employer for those seeking meaningful and rewarding careers.
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 folks in the industry, especially those already working in client service or product support roles. Use platforms like LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by brushing up on your technical knowledge of Portfolio Management Systems. Be ready to discuss complex trading-related issues and how you've tackled similar challenges in the past. Show us your analytical skills and problem-solving prowess!
✨Tip Number 3
Don’t just apply anywhere—apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our team and contributing to client delight.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. It shows your enthusiasm and keeps you top of mind as they make their decision.
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. Be sure to mention your analytical skills and client-facing experience.
Showcase Your Problem-Solving Skills:In your application, don’t forget to showcase your outstanding analytical and problem-solving skills. Share examples of how you've tackled complex issues in the past, especially in client support roles. We love seeing how you think!
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 keep track of your application status. Plus, we love seeing candidates who take that extra step!
How to prepare for a job interview at Clearwater Analytics
✨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. Being able to discuss these topics confidently will show that you're the right fit for the role.
✨Show Off Your Problem-Solving Skills
Prepare to share examples of how you've tackled complex client inquiries in the past. Think about specific situations where you identified root causes and implemented solutions. This will demonstrate your analytical skills and your ability to handle the technical escalation aspect of the job.
✨Communicate Clearly
Since this role involves a lot of client interaction, practice articulating your thoughts clearly and concisely. You might want to do some mock interviews with friends or family to refine your communication style. Remember, clarity is key in client-facing situations!
✨Collaborate Like a Pro
Be ready to discuss your experience working with cross-functional teams. Highlight any instances where you facilitated communication between different departments to resolve issues. This will showcase your teamwork skills and your understanding of the importance of collaboration in delivering the best client outcomes.
