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- Tasks: Support clients in financial institutions by resolving queries and managing helpdesk tickets.
- Company: Join LSEG, a leading global financial markets infrastructure provider.
- Benefits: Enjoy healthcare, retirement planning, paid volunteering days, and wellbeing initiatives.
- Why this job: Make a real impact in the finance sector while enhancing your customer service skills.
- Qualifications: 2-3 years in a client-facing role with strong communication and SQL knowledge.
- Other info: Be part of an inclusive culture that values diversity and personal growth.
The predicted salary is between 36000 - 60000 £ per year.
Senior Customer Support Analyst, Regulatory Reporting
Join to apply for the Senior Customer Support Analyst, Regulatory Reporting role at LSEG
Post Trade Regulatory Reporting is a software and data solutions business, offering global sell-side and buy-side clients a wide variety of products to assist with operational risk and trade processing (e.g. reconciliations, data solutions, regulatory reporting and trade confirmation services). The Customer Support Analyst will work on a customer helpdesk supporting users at tier 1 banks, hedge funds, and other financial institutions. The candidate will also support internal infrastructure systems as well as liaising and coordinating work with the data centre staff, as Regulatory Reporting is a hosted solution.
Responsibilities
- As a Regulatory Reporting helpdesk team member, we respond efficiently to customer queries and carry out Tier 1 investigation of reported problems in accordance with SLAs. Tickets are handled via the Customer Portal which is hosted in Salesforce.
- We raise defects to the internal relevant teams when needed while keeping ownership of client cases and keeping customers informed of the progress.
- Be or become highly knowledgeable in the relevant business domains.
- Send service notifications and broadcast communications to users.
- Collaborate well with all other internal teams responsible for the business solutions supported by the team – development, QA, professional services, solutions.
- Working with the Head of Support and Client Services Team Lead to continue to find ways to improve the level of customer service.
- Internal infrastructure administration – helping to administer the team’s case management module used for tracking helpdesk tickets, application lifecycle management, and project management tasks, etc.
- Keep the internal documentation up to date.
Qualifications
- 2-3 years’ experience on a helpdesk or similar client-facing role.
- A client centric approach, with good customer-facing telephone/email capabilities.
- Superb communication and collaborative skills with both clients and internally.
- Good knowledge of SQL (specific SQL Server experience is best).
- Basic understanding of networking including FTP/SFTP.
- Previous experience with JIRA/Confluence/Service Now.
- Proficient in English language – reading, speaking, listening, writing.
Nice to have
- Post-trade processing for equities, equity derivatives and other instruments. Knowledge in reconciliations and/or transaction reporting and reconciliations.
- Regulation, MiFIR / EMIR experience.
About LSEG
LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.
Benefits & Culture
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants\’ and employees\’ religious practices and beliefs, as well as mental health or physical disability needs.
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Senior Customer Support Analyst, Regulatory Reporting employer: LSEG
Contact Detail:
LSEG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Analyst, Regulatory Reporting
✨Tip Number 1
Network like a pro! Reach out to current or former employees at LSEG on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your SQL skills and understanding regulatory reporting. We want you to be able to showcase your knowledge and how it applies to the role during those crucial conversations.
✨Tip Number 3
Practice your communication skills! Since this role involves liaising with clients and internal teams, being able to articulate your thoughts clearly will set you apart. Try mock interviews with friends or use online platforms.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at LSEG.
We think you need these skills to ace Senior Customer Support Analyst, Regulatory Reporting
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Senior Customer Support Analyst role. Highlight your experience in customer support, especially in financial services, and any relevant technical skills like SQL or familiarity with helpdesk tools.
Craft a Compelling Cover Letter: Your cover letter should tell us why you're the perfect fit for this role. Share specific examples of how you've handled customer queries or resolved issues in previous roles, and show your enthusiasm for working with LSEG.
Showcase Your Communication Skills: Since this role involves a lot of client interaction, make sure to demonstrate your superb communication skills in your application. Use clear and concise language, and don’t forget to proofread for any typos!
Apply Through Our Website: We encourage you to apply through our website for the best chance of being noticed. It’s super easy, and you’ll be able to keep track of your application status directly!
How to prepare for a job interview at LSEG
✨Know Your Stuff
Make sure you brush up on your knowledge of regulatory reporting and the specific products offered by the company. Familiarise yourself with terms like MiFIR and EMIR, as well as the basics of reconciliations and transaction reporting. This will show that you're not just interested in the role but also understand the industry.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly and concisely. Prepare examples of how you've successfully handled customer queries in the past, especially in high-pressure situations. Remember, it's all about demonstrating your client-centric approach!
✨Get Technical
Brush up on your SQL skills and be ready to discuss your experience with tools like JIRA, Confluence, or Service Now. If you have any hands-on experience with networking concepts like FTP/SFTP, make sure to highlight that too. Being technically savvy will give you an edge in the interview.
✨Be a Team Player
Collaboration is key in this role, so think of examples where you've worked effectively with other teams. Whether it’s liaising with development or QA, showing that you can work well with others will demonstrate your ability to fit into their culture and contribute positively to the team.
