Client Service Analyst

Join our dynamic team as a Client Service Analyst and become a vital part of our mission to elevate client experiences.

The FX eTrading Middle Office (eTMO) is responsible for Foreign Exchange operations and support across the Investment Bank's proprietary and multi-dealer electronic trading and payments platforms.

This is an intensive, follow-the-sun business with high volumes (approximately 100k trades per day) from start of day Monday in Asia through end of day Friday in New York.

The Client Service team delivers onboarding, training, and end-to-end support to external and internal ecommerce FX clients via dedicated hotlines and a global email inbox.
Job Responsibilities


* Deliver exceptional customer service to all incoming client queries via hotline and global inbox.


* Collaborate with Front Office to enable clients to transact electronically on eTrading platforms.


* Maintain onboarding queues and pipelines to consistently meet business-defined SLAs.


* Rapidly identify, triage, and remediate client issues raised by Front Office, Middle Office, Back Office, or directly by clients.


* Proactively monitor platform performance, incident queues, and service alerts to sustain availability and stability.


* Train internal and external users on platform features, workflows, and best practices to improve client outcomes.


* Document procedures, resolutions, and client interactions to ensure auditability, control adherence, and knowledge continuity.


* Coordinate seamless global handoffs to support 24x5 operations across time zones and escalate risks promptly when needed.

Required qualifications, skills, and capabilities


* Demonstrate a questioning mindset to assess and challenge operational risk in processing Front Office requests; escalate concerns clearly to management.


* Understand complex system processes across proprietary and vendor platforms and synthesize implications for clients and controls.


* Communicate clearly and professionally with internal stakeholders and external clients, both verbally and in writing.


* Manage critical system incidents under time pressure and drive successful resolution through to completion.


* Apply strong analytical skills with due diligence and meticulous attention to detail.


* Exhibit excellent interpersonal skills, a positive attitude, and strong communication and presentation abilities.


* Adhere to SLA targets, operational controls, and regulatory requirements within a high-volume, follow-the-sun environment.

Preferred qualifications, skills, and capabilities


* Bring knowledge of FX and commodities products, electronic trading workflows, and market conventions.


* Leverage experience working with multi-dealer electronic platforms and vendor systems.


* Utilize familiarity with client onboarding processes, documentation standards, and operational risk controls.


* Demonstrate exposure to Investment Bank middle-office or...