Senior Analyst, Client Support

Focused on assessing incoming client inquiries via phone, email, and web portal, offering specialized knowledge and guidance to clients.

Serve as the initial point of contact for critical issues.

Coordinate necessary actions with various teams, including Product, Technology, Project and Release Management, Risk Management, Legal and Compliance, Onboarding, and the User Acceptance Testing team.

Manage incoming client calls and queries through the web portal and emails, providing solutions or setting expectations for follow-up during initial interactions.

Responsible for evaluating, monitoring, and communicating updates and resolutions to clients promptly and in accordance with query management standards.

Prioritize and adhere to partner concern procedures for critical service disruptions, maintaining precise case management information and categorization.

Proactively monitor and respond to clients promptly by coordinating and collaborating with internal teams such as Product Management, Relationship Management, Technology, Application Development, and Business Management.

Coordinate and disseminate client notifications, with necessary business and management approval, to inform about system downtimes, service disruptions, or proactive client outreach.

Actively participate in team meetings, suggesting process improvements to enhance organizational efficiency and client experience. Identify training requirements and facilitate training sessions.

Maintain a strong focus on fulfilling client needs and requests, responding to inquiries promptly and accurately in accordance with departmental benchmarks and metrics, and addressing or escalating issues swiftly.

Actively participate in Major Incident Management, representing the Client Service team, identifying client impact issues and providing resolutions or recommendations.

Lead project implementation and support internal functional testing for new releases affecting clients.

Adhere to Client Support procedures, identifying and addressing process and procedural gaps as necessary.

Integrate risk and control processes into daily responsibilities to monitor and mitigate risks, escalating issues as appropriate.