Develop an in-depth understanding of Client Reporting Applications and software to become a Subject Matter Expert (SME).
Respond promptly and accurately to client inquiries, offering effective solutions and resolutions
Take ownership of advanced Client Reporting escalations, serving as a dedicated liaison for escalated cases
Proactively seek opportunities to enhance the client experience through continuous improvement initiatives
Collaborate with team members to provide support on 3rd Party Reporting, PDR Level II Processes, Team Projects, and/or Client Reporting Mailbox duties
Strive to maintain a high level of professionalism and empathy while interacting with clients to build positive relationships.
Continuously update knowledge of industry trends and best practices to offer cutting-edge solutions.
Maintain a queue SLA of 80% or more
Direct all inquiries through the proper channels to ensure proper processing and escalating inquiries when needed
Identify trends and suggest operational improvements to the PDR team
Actively participate in customer service, technology and continuous learning trainings
Collaborate with internal business partners to assist in resolving escalations
Adapting and adopting to process changes and the updates related to client-facing software functionality
Engage in Team Huddles and become a well-rounded individual that contributes to a positive team dynamic and culture

1+ year in financial services with client facing or operations experience
Excellent verbal and written communication skills
Strong time management and organizational skills
Strong attention to detail with a proactive approach to solving and preventing problems
Ability to present complex information in a clear and concise way; strong analytical skills
Ability to prioritize responsibilities to ensure deadlines provided by regulators and firm are followed and identify and manage firm risk
Ability to perform under pressure and adapt to changes

Associate Analyst, Operations – Performance and Data Recon

Key skills