Client Support – Treasury Risk Management Analyst.

  • Competitive
  • Austin, TX, USA
  • Permanent, Full time
  • Reval
  • 20 Sep 16

This role will provide 1st and 2nd level support to internal and external users of our proprietary products in a fast paced, self-driven environment. You will act as an ambassador for the client by supporting, reassuring, and educating them throughout the call on questions related to reporting, derivative product setup and valuation, system processing (i.e. mark to market, stress testing, effectiveness testing, etc.), risk management and hedge accounting. This role will be based in our Austin, TX location.

Responsibilities                                                                                          

  • Promptly resolve issues received through email, phone or our client community
  • Work with internal team members or departments to properly triage issues when appropriate
  • Collaborate with team members/departments to proactively drive resolution on issues
  • Set clear expectations with clients when issues can’t be resolved in a short period of time
  • Communicate updates on client requested changes and product enhancements post release multiple times throughout the year
  • Develop and apply knowledge of all REVAL modules in our platform
  • Serve as a subject matter expert on one or more modules in our platform
  • Provide platform training to clients to encourage increased usage
  • Provide weekend and/or holiday coverage as needed
  • Share knowledge with colleagues and other teams regarding problems, solutions and trends so that appropriate next steps can be taken
  • Meet established performance targets for customer service, productivity and quality standards
  • Additional duties and responsibilities as assigned

Competencies                                                                                             

  • Exceptional time management skills with the ability to prioritize competing responsibilities to ensure client needs are addressed and project deadlines are met
  • Analytical thought process with excellent problem solving, written, verbal and interpersonal skills
  • Must be detail-oriented, thorough and able to use own initiative to solve problems.
  • Ability to work independently or on a team and under pressure in a fast paced environment
  • Must have ability to accept constructive feedback and apply coaching techniques

Knowledge: 

  • Understanding of derivatives products and related financial concepts
  • In-depth knowledge of financial instruments and strategies including
  • Understanding of risk management
  • Basic knowledge of portfolio construction
  • Basic understanding of how SaaS technology works to be able to properly support it
  • Basic understanding of SalesForce or similar case management and CRM software
  • Intermediate skills in Microsoft Office Word and Excel

Experience: 

  • 2+ years of previous customer service experience with case management
  • 1+ years of experience troubleshooting complex client issues with a financial services or other proprietary SaaS product
  • 2+ years of experience with SalesForce or other case management/CRM systems
  • Quantitative experience a plus

Education/Certification: 

  • Bachelor degree or higher in finance, accounting, economics or any business level degree
  • 3+ years of Risk Management or Treasury experience may be used in lieu of a degree or certification