Position: Brokerage Client Support Analyst

Location: Tampa Florida/New York City Metro Area / Washington DC Metro Area

About Us:

FIA Tech is a dynamic and growing Software-as-a-Service technology company which supports over 8,000 global finance and trading firms. Our customers depend on our solutions which connect the global futures and derivatives industry for trade processing and regulatory compliance needs.

Position Description:

We are seeking a Client Support Analyst to join our Brokerage team servicing FIA Tech’s billing & reconciliation data management platforms. The Brokerage Client Services team oversees the day-to-day operations of the eRecs and Atlantis platforms, manages new firm onboarding, and provides business and technical assistance to FIA Tech’s global customer base of derivatives brokerage professionals. FIA Tech’s Client Support Analysts serve as subject matter experts and are the front line of support for users of our industry leading web-based services and software.

Responsibilities:

• Project management
• Data analysis
• Client/firm onboarding
• Client advocacy
• Derivatives industry expertise

Team Responsibilities:

• Support daily operations of Atlantis & eRecs platform
• Provide direct customer support through ticketing system, phone calls and emails to resolve client escalations
• Create, distribute, and analyze metrics reports to both internal and external stakeholders
• Analyze and monitor brokerage settlement trends. Escalate specific issues behind poor settlement internally and externally to firm(s) as necessary
• Prepare documentation for client use regarding Atlantis & eRecs platform functionality.
• Help lead internal/external client meetings and industry initiatives (i.e., User Group Meetings, Weekly/Monthly Stats Review, etc.)
• Assist with industry and/or firm related projects.
• Provide regular metrics and timely updates on these projects to management
• Support customer usage and operation of FIA Tech’s systems
• Be domain experts of FIA Tech’s services to provide excellent, responsive customer support via multiple channels – phone calls, emails, and product user group meetings
• Evaluate, troubleshoot, and follow-up on customer reported issues until resolved
• Utilize FIA Tech processes and tools to document, communicate, track, and close all customer and or product related incidents/questions
• Identify repeated issues with specific users or across customers to provide additional training or enhance documentation as needed
• Obtain and communicate client feedback to management on a regular basis
• Support new business growth
• Document requests for new functional product enhancements
• Create and maintain comprehensive project documentation
• Track project performance, specifically to analyze the successful completion of short and long-term goals
• Onboard new firms to FIA Tech’s brokerage systems and assist in tasks such as setup of users, training, and customer project oversight
• Conduct new user education/training sessions over the web and/or in person

Qualifications / Preferred Experience:

• 1 to 2 years of experience in banking operations, client service, and/or relationship management

• Knowledge of or exposure to derivatives markets is preferred
• Familiarity with FIA Tech software products is a plus
• Working knowledge of basic accounting principles such as payables, receivables, profit & loss
• Experience with data trend analysis and report creation with tools such as Tableau and/or Power BI
• Advanced proficiency in Microsoft Office products, with experience in managing and analyzing data in Excel
• Experience with creating and maintaining comprehensive project documentation as well as tracking project performance
• Troubleshoot brokerage billing related issues & determine root cause
• Outstanding written and verbal communication skills
• Solid organizational skills including attention to detail and multitasking skills
• Ability to work independently and as part of a team

Education / Certifications:

• BS or BA from an accredited college or university