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Client Services Analyst
Ref No.: 20-00628
Location: Philadelphia, Pennsylvania
Responsible for providing efficient and high quality client services to financial institutions. Responsible for continuing development and improvement of the client services with the overall objective of shortening the client response time and increase service quality. This position is responsible for both technical and non-technical support. Position responsibilities: 1. Supports client requests and input of data within several databases related to the upkeep and management of the series listed on each of our 6 options exchanges, and ensuring that SLAs (service level agreements) and KPIs (key performance indicators) are met. 2. Assists business owners and stakeholders in defining business and system requirements for automation of processes within the team. 3. Supports the development and implementation of plans to modernize the workflow. 5. Contributes to projects by following project scope and timing as directed. Education required: B.S. in Computer Science, Information Systems, a related discipline, or equivalent work experience

Requires conceptual knowledge of theories, practices and procedures within a discipline. Requires guidance on task initially and requires supervision. Is working in a smaller defined area of the role, this continues to expand as the employee gains more confidence and capability. Business expertise: Applies general knowledge of business developed through education or past experience. Often needs help understanding the commercial side or key business drivers impacting the task/decision. Leadership: No supervisory responsibilities; accountable for developing technical contribution. Problem solving: Uses existing procedures to solve standard problems; analyzes information and standard practices to make judgments. Impact: Has limited impact on own work team; works within standardized procedures and practices to achieve objectives and meet deadlines as described by supervisor. Interpersonal skills: Exchanges straightforward information, asks questions and checks for understanding. Technical Skills & Requirements:

Communication: Comprehends and effectively summarizes technical and non-technical information. Makes sense of complex or lengthy information and summarizes into easily consumable and coherent pieces. Summarizes and explains routine information to immediate team members. Customer Focus: Effectively addresses customer concerns and works to further their long-term interests. Follows directions and supports senior team members in responding to customer needs. Actively listens to customers and performs necessary duties consistently and reliably to meet customer expectations. Efficiency: Develops an understanding of what is considered efficient and high quality service. Market Knowledge/Technical Knowledge of Products: Develops basic understanding of standard client offerings and major areas of expertise. Develops a basic understanding of competitors standard products and services. Service Quality Orientation: Completes routine services by following preset standards and service level agreements, notifying manager of mistakes or disruptions immediately. Supports the completion of routine program activities designed to enhance clients reputation for excellent client service. Demonstrates an understanding of the importance of reviewing data on quality measures to guide improvements and changes to client service standards. Troubleshooting: Documents basic problems and the steps necessary to implement the solution. Applies basic solutions to problems. Collects information to analyze basic problems and identify their origin.