Client Support Analyst

Client Support Analyst

Our Partner, a Our Partner company, was founded on one idea - to empower those who invest in private markets. Private investments that are, well, a little less private and a little more open. With customers at the centre of our decision-making, we are building industry-defining products and services for the fintech era, designed to give investors control, clarity, and confidence.

We operate from four offices located in the US and UK with an employee count of 200+ professionals. As an established Fintech company, we are setting up Client Support Analyst operations in Bangalore and we are seeking creative and proactive engineers to help us define the future of our technology. 

As a Client Support Analyst, you will be part of a high-impact team focused on delivering exceptional customer service. Reporting into an Associate you will be responsible for providing administrative support to the Client Support Team. Also, Being a part of the Client Relations team you will be responsible for ensuring that our Clients’ investor records are captured and maintained within Our Partner’s systems, in order for the investors to be able to see their investments, access fund reporting and receive associated payments.

Roles and Responsibilities:

• Daily monitoring of the organization’s Client Support inboxes, JIRA, executing the appropriate actions for each ticket received in accordance with the agreed procedures and defined Service Level terms for each Client.
• Accurate tracking of the receipt and execution of all requests into the Client Support or Client Relations inboxes.
• Creating and maintaining Client/Investor contacts in the accounting platform and Helios, including the definition and maintenance of user access rights.
• Creating and maintaining Client / Investor banking instructions in the accounting platform.
• Retrieval of all necessary documentation from Fund Manager Web Portals.
• Accurate setting of attributes on all documents for upload to our Document Management System (DMS).
• Accurate tracking of the receipt of all quarterly report information.
• Maintaining Fund Manager contact details. 
• Liaise closely with other internal departments.
• Ensure the quality and integrity of the data on the system is maintained.
• Report creation and extraction of data.

Key requirements for this role:

• 2 -3  years of relevant experience in a client support role.
• Ability to work accurately under pressure and meet client deadlines.
• Proven success in operating in complex and fast-paced environments is essential.
• Demonstrate strong organisational skills with the ability to multitask.
• Confident with managing stakeholders, internal and external, to a senior level. 
• Influencing change and engagement, and well-versed in reporting and presenting.
• Able to proactively manage workloads, and address potential issues.
• Able to operate within a continuously evolving and competitive business environment.
• Demonstrate customer centricity; committed to high quality and service orientation.