Supports Payments clients after implementation by handling service requests, investigating operational issues, coordinating resolutions, and improving service efficiency and client experience.
About this role
The Customer Service Analyst is an intermediate-level member of the customer service function, supporting external clients and coordinating with internal partners to resolve service issues. The role serves as a point of contact for inquiries, investigates client needs, conducts analyses, and communicates resolutions and progress updates. It also maintains client relationships through calls and meetings when needed, and explains service disruptions such as system failures or market issues. The work involves coordinating across relevant teams, assessing issues and managing escalations, while following applicable laws, policies, and control requirements and protecting client and firm assets. Applicants are expected to have 0–2 years of relevant experience, computer proficiency, clear written and verbal communication, and investigative and analytical skills. The qualifications also call for presenting concepts, influencing change, delivering high-quality customer service, building client relationships, and working within a team under limited supervision. A bachelor’s degree or equivalent experience is required.
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