Client Service Analyst, Permanent. New York, 10001

Summary of Position

The Client Service Analyst role at Pirum will play a pivotal role in executing the delivery of first-class client service to our global capital markets clients, including leading financial institutions and service providers, during an exciting period of growth.

You will be responsible for managing client queries and service requests, contributing to the monitoring and resolution of exceptions, and supporting the setup, configuration, and rollout of Pirum's services, working closely with the Client Service, Application Support and Business Development teams as well as the wider organisation from our New York office.

Duties & Responsibilities

• Provide a first-class level of customer service by responding to client queries and service requests from Pirum's clients and service providers via phone and ticketing system, within pre-defined Service Level Agreements (SLAs).

• Contribute to the monitoring and resolution of exceptions within Pirum's internal monitoring tools.

• Escalate assigned requests to the relevant team(s) where you are unable to resolve directly.

• Complete the setup, configuration, and rollout of Pirum's services, working closely with technical colleagues to resolve client-facing challenges.

• Build and maintain effective working relationships with internal teams and Pirum's clients.

• Develop expertise in securities finance and Pirum's products, processes, tools, and technologies through training and interaction with industry professionals.

• Provide seamless handover between time zones.

• Support the team with any other ad hoc duties.

Skills, Knowledge & Attributes

• An understanding of financial products, services and regulations.

• Excellent communication, interpersonal and presentation skills.

• Ability to be hands-on and thrive in a fast-paced environment.

• Strong problem-solving and analytical skills with the ability to manage multiple priorities.

• Technically minded with proficiency in Excel, Outlook, Word, and PowerPoint.

• Self-motivated, proactive, and highly organised, with the ability to work both independently and collaboratively.

About us 

Established in 2000, Pirum is a dynamic Fintech that provides a comprehensive set of SaaS based automation solutions facilitating pre-/post-trade processing, regulatory reporting and collateral management for the global securities finance industry. Pirum’s client base includes most of the top-tier financial institutions worldwide and the business is as recognised for its innovative solutions as it is for providing best-in-class customer service.

Headquartered in London, and with offices also in New York, Pirum is currently co-owned by two PE firms – Bowmark Capital (since 2019) and Hg Capital (since 2021/22). Under Bowmark’s and Hg’s ownership, Pirum has pursued an ambitious agenda of organic growth, with the investors’ financial services technology credentials and international footprints enabling Pirum to continue its global expansion and investment in additional innovations.

Pirum offers the opportunity to work inside a growing, collaborative and entrepreneurial company. Our skilled professionals act with integrity and deliver to the highest standards. We operate as a meritocracy where good work is recognised and rewarded, and a healthy work-life balance is supported. We are committed to sustainability initiatives and the promotion and pursuit of a diversity and inclusion.

Equal Opportunities Statement

Pirum is an Equal Opportunities employer. We see diversity as integral to our success as a company and are committed to providing an inclusive, mutually respectful workplace that is free of discrimination and harassment.

We believe in recognising our people based on merit and ability alone and do not discriminate, or tolerate discrimination, whether on the basis of race (including colour, nationality, ethnic or national origins), sex, sexual orientation, age, disability, gender reassignment, marriage and civil partnership status, pregnancy/maternity, religion or belief.

We uphold this policy in all aspects of employment, including recruitment, promotion, transfer, training, benefits and compensation.

Candidate Privacy Notice

We are committed to protecting the privacy and security of your personal information. Please read our Candidate Privacy Notice (available on our website) before applying for any role with us. There, we explain how and why we collect your personal data, including how it is processed and shared as part of our recruitment process.

Agencies

To protect the interests of all parties, Pirum will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Pirum, including unsolicited resumes sent to a Pirum mailing address, fax machine or email address, or directly to Pirum employees, will be considered Pirum property. Pirum will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

*Employee Referral Program terms and conditions apply