A staff position assisting with the management of customer and vendor service orders. With direct supervision, serving as domestic and UK-based customers’ primary point of contact for non-technical issues, project management of initial customer setup and moves/changes, tracking and communicating status, obtaining and maintaining database of associated data, reviewing and managing customer and vendor invoice data. Archiving emails and updating folders and other routine database maintenance. Additional tasks & projects as assigned.
Responsibilities:
- Project management: With direct oversight from a Senior FIX Account Manager or Team Lead— Serve as customer primary point of contact on all non-technical, FIX issues. Schedule, coordinate, and facilitate project kickoff, ad hoc, & recurring calls. Track service orders - installations, moves, and changes. Report to customer the statuses of: project milestone tasks, testing/certification progress, broker approvals, and connection statuses. Coordinate calls with vendors and CRD staff and/or customers for subjects such as network & IP configurations, legal amendments, invoicing, etc. Explain routine invoicing and simple CRD FIX-related policies. Create migration projects in database for migrations of 5 or less connections for Buyside or Sellside clients and with oversight, for projects with greater than 5 connections. Send migration notices to clients. Update customer tracking database using written procedures and/or with oversight.
- With Team Lead supervision, manage customer and vendor service orders including preparation, receipt, and verification of all contract and service order documents.
- Open Legal Help tickets and with oversight, provide requisite information for MLSA amendments & track receipt thereof; send out amendments to Buysides; follow internally to completion
- Using a template, create first drafts of Sellside amendments for review by Team Lead; send out amendments, gather signatures, obtain KYC approvals, file & circulate internally. Escalate to Team Lead for all client revisions.
- Prepare reports and create spreadsheets to track and report on vendor performance and/or special requests from Sellside clients, as assigned.
- Prepare reports and create routine spreadsheets for recurring calls with implementing Buysides and/or special projects for Live Buysides.
- With oversight, perform monthly accounting-related tasks including customer invoice data preparation and vendor invoice verification. Investigate customer and vendor invoicing issues for Second or Third Tier Buyside or Sellside clients.
- Interface with Finance and Business Development with respect to routine billing-related inquiries
- Ensure accuracy of database information and documentation. Perform extensive database testing prior to or following patches and upgrades.
- Quarterly archiving of files & folders
- Monthly updating of customer contacts for FIX-related roles
- Perform database entries for connections for all implementing Buyside clients
- Database audit verification and reconciliations
- Entry of connections for Non-CRN buysides for FIX Licensing
- Processing receipt of WB Mason and Cintas orders
- Monitor shared box and SalesForce to assign emails to appropriate team members
- Open VPN tunnel tickets for Buyside & Sellside clients; track VPN tickets to completion and update applicable spreadsheet and database for proper invoicing.
- Additional support tasks or special projects as assigned.
Requirements:
- Ability to multi-task and prioritize assignments in a fast-paced customer service and operations support environment.
- Ability to communicate effectively with customers, vendors, and internal staff to complete projects and service orders in a timely fashion.
- Experience with software applications along with a desire and ability to understand them is a plus.
Qualifications:
- Bachelor’s Degree from a leading university or college in a business-related or technical field of study. Computer Science coursework is a plus.
- Minimum of 0-2 year’s customer service experience in a technology related environment and/or experience with FIX networks is preferred.
- Ability to understand and/or have a general knowledge of networks
- Familiarity with managing associated record/inventory information, service order tracking, and accounting/invoicing procedures.
- Ability to partner with various internal departments to deliver superior customer service
- Solid time management skills including the ability to manage multiple projects in parallel while meeting set deadlines
- Must be customer driven with a focus on providing a high quality of service
- Strong attention to detail with the ability to differentiate small differences within large amounts of data; accuracy for database information management.
- Ability to work within a small team environment supporting all team members’ projects
- Intermediate-level Excel spreadsheet skills; Macros or Access database skills are desirable
- Have strong interpersonal, verbal, and written communication skills.
About State Street
What we do. State Street is one of the largest custodian banks, asset managers and asset intelligence companies in the world. From technology to product innovation we’re making our mark on the financial services industry. For more than two centuries, we’ve been helping our clients safeguard and steward the investments of millions of people. We provide investment servicing, data & analytics, investment research & trading and investment management to institutional clients.
Work, Live and Grow. We make all efforts to create a great work environment. Our benefits packages are competitive and comprehensive. Details vary in locations, but you may expect generous medical care, insurance and savings plans among other perks. You’ll have access to flexible Work Program to help you match your needs. And our wealth of development programs and educational support will help you reach your full potential.
Inclusion, Diversity and Social Responsibility. We truly believe our employees’ diverse backgrounds, experiences and perspective are a powerful contributor to creating an inclusive environment where everyone can thrive and reach their maximum potential while adding value to both our organization and our clients. We warmly welcome the candidates of diverse origin, background, ability, age, sexual orientation, gender identity and personality. Another fundamental value at State Street is active engagement with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program and access to employee networks that help you stay connected to what matters to you.
State Street is an equal opportunity and affirmative action employer.
Discover more at StateStreet.com/careers