Job Information
US Tech Solutions Analyst – Electronic Client Solutions Specialist in Chesterbrook, Pennsylvania
Responsibilities:
Client Support:
Ensure every call is answered professionally and promptly and that the highest level of customer service is portrayed. Project a knowledgeable and friendly manner and take ownership and responsibility for every call.
Troubleshoot and Resolve issues across all client electronic products and services as effectively as possible. Escalate issues to the relevant teams and ensure a quick and effective resolution every time.
Manage incidents and effectively coordinate support and resolution between IT, sales, trading, software vendors and back to Clients. Work with IT to ensure that normal service and operations are resumed and appropriate fixes are put in place as quickly as possible
Take ownership for all internal and external communications for affected clients and users and ensure service updates are regularly communicated.
Proactively monitor the status of all systems and electronic trade flows, and ensure that clients are connected, being priced and able to trade at all times.
Work closely with Sales, Trading, Credit, IT and the back office for the swift resolution of any deal issues (e.g. off-market rates, booking or confirmations issues etc.)
Work with the existing eCSG team to build and promote a world class service team that differentiates client as a market leader in the ecommerce space.
Client Onboarding:
Responsible for managing and implementing all Client and User Onboarding requests to client electronic trading platforms. These include ECNs, Multi Dealer platforms, Single Dealer Bank platforms and FIX API Connections.
Work closely with the sales, trading and support teams globally to manage the configuration of Pricing and Client margin across multiple electronic platforms and systems.
Work closely with Client Onboarding teams and Sales support to ensure correct mappings of new clients in all the relevant electronic systems prior to Go Live.
Record all Client Onboarding activities and requests in our ecommerce tool to ensure accurate and meaningful MIS around Onboarding activities.
Internal Support:
Assist Sales with training and demos of electronic platforms to clients.
Provide support to voice Sales for e-Voice flows and ensure correct mappings and client setup
Provide Sales with support on ad hoc reporting and MIS around electronic trading volumes and client statistics.
Monitor flows using data-mining analysis and generate intelligent triggers for Sales to act on.
Pricing Configuration:
Manage all pricing and tier changes for Sales and Trading
Manage client margins on behalf of Sales and trading, update and amend as required by the business
Manage price controls and limits across all currencies and ensure that all changes are properly controlled and approved prior to implementation.
Minimum Required Qualifications
Knowledge of FI eCommerce products and solutions preferably in FX, Rates & Credit business lines
2-4 years client facing background working with customers, vendors, sales and trading
2-4 years of experience working in a client support or application development role supporting a proprietary eCommerce platform, ECN/vendor platforms, FIX API connections and algorithmic execution strategies.
Excellent communication skills to quickly and accurately report/resolve both internally and externally.
Project Management experience delivering small projects or enhancements to an eCommerce platform either in a Support/Service role or Development capacity
Experience of Prime Brokerage Onboarding and Give up flows for electronic execution
Exposure to different STP solutions, workflows and implementations for FI markets
Understanding of Relational Database and Object oriented database design
MS Excel – Pivot tables, Write advanced formulas and Macros for custom reports
FIX protocol – Understand FIX specification for supporting Client and Vendor connections
Background in IT or Front office working with Sales and Trading
Preferred Qualifications:
Fixed Income Product Knowledge
Understanding of Pricing
Ecommerce Client Service and Onboarding
Experience providing product demos and training
About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com (http://www.ustechsolutionsinc.com) .
US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.