Client Service Executive - FX, Money Market, FI
Posted on: 20th Aug 2008
See all jobs of this company
Apply Now
Job Description
Duties will include
· Responding to client requests both on e-mails & phone calls and resolving issues as 1st point of contact wherever possible.
· Communicate clearly and concisely both verbally and in writing.
· Own the shift responsibilities and manage the shift operations as when required
· Act as deputy to the Service Desk Manager
o Cover and be first point of escalation to all service executives in the shift
o Be able to handle the Service Desk Manager Role during his absence
· Monitoring system status and communicating on application outages
· Assign calls to 2nd or 3rd level support teams with correct severity levels.
· Maintaining good knowledge of applications, products and services
· Managing rollouts of new versions of application
· Ensuring high level of customer service is met at all times
· Logging & updating of incidents. Ensure all logged incidents are addressed and SLAs are met.
· Escalate high priority incidents and calls which cannot be resolved to the appropriate manager
· Ensure training on applications, products and services is imparted to all the service executives from time to time
· Proactively work to minimize support queries and turn-around times, analyze issues, understand the business and processes impacted, suggest and document solutions.
· Proactively monitor application status against SLA’s and address any issue.
· Be able to communicate issues and escalate appropriately.
· Communicate and update clients with latest changes and updates in the applications.
Requirements
1-5+ years or experience supporting trading desks, especially FX MM and other Fixed Income products. This experience may include supporting front-office or middle-office staff of trading desks of an investment bank.
Ability to manage the operations as the shift lead or deputy shift lead
Ability to motivate the team to the perform at the optimum level
Bachelor degree, MBA preferred.
Be able to work on Rota basis including night shifts to service with clients from various countries and regions around the world (US, EMEA, LATAM and ASPAC regions).
Microsoft Office Application experience, especially with Excel
Experience of Application Support for a financial Institution.
Experience on direct client interaction on daily support issues.
Problem solving Skills
Support demanding users with proven ability to handle pressure.
Basic knowledge of Foreign Exchange and Fixed Income.
Excellent communication skills, to be able to liaise remotely with clients.
Commitment to deliver top quality customer experience, improve the delivery continuously and work together as a team
Additional Information
Experience: 1 - 8 years
Education: Bachelors/ Degree, Diploma/ Non Degree Tertiary, Masters/ Post Graduate
Job Category: • Banking/Securities/ Fund Management • Customer Service
Job Location: Singapore
Key Skills: FX, Money Market, Fixed Income
Industry: Banking/ Financial Services
Role: • Corporate Banking Customer Support • Credit Analysis/ Approval • Other Banking • Customer Service Executive
