Client Services Representative

ICAP•New York, NY

1d•$75,000 - $80,000•Onsite

About The Position

The Client Services Analyst sits at the center of the NewCo client experience, serving as the primary operational interface for institutional clients, sales teams, and internal stakeholders. This role owns the end‑to‑end handling of client inquiries and operational requests — from initial triage through resolution or escalation — ensuring strong governance, clear documentation, and a consistently high‑quality client experience. While not an engineering role, it requires deep platform understanding, sound judgment, and close coordination across Sales, Product, Operations, and Compliance.

Requirements

1–3 years’ experience in client services, operations, trading support, or financial services.
Demonstrated ability to exercise sound judgment and work independently in managing client relationships and operational priorities
Must possess an aptitude for technology and be comfortable using multiple systems
A strong interest in fixed income markets and institutional trading.

Nice To Haves

Excellent communication skills and a collaborative mindset.
Analytical thinking and sound problem‑solving abilities.
The ability to stay organized and composed in a fast‑moving environment.
Comfort with Microsoft Office (especially Excel); experience with Salesforce, Bloomberg, or market data tools is a plus.

Responsibilities

Deliver timely, accurate, and high‑quality support across all client service channels.
Ensure a consistent service experience across regions and time zones.
Build strong platform fluency to confidently support, guide, and educate users.
Help clients optimise their workflows and usage of NewCo’s tools and protocols.
Maintain clear ownership and accountability for all client requests through resolution.
Monitor trade progression and escalate technical or operational issues as required.
Partner closely with Sales, Product, Operations, and Compliance to resolve complex client issues.
Participate in readiness checks for platform releases, enhancements, and maintenance.
Validate new functionality from a client‑usage perspective and identify workflow impacts.
Deliver UAT demonstrations and training for sales teams and clients.
Capture structured client feedback and contribute insights to product roadmap discussions.
Support the onboarding of new clients and traders in partnership with internal teams.
Coordinate connectivity setup, dealer feeds, and data entitlements.
Ensure permissions, configurations, and access frameworks align with client requirements and internal controls.
Act as a point of continuity between onboarding, day to day usage, and ongoing client support.
Maintain accurate client records and operational documentation.
Contribute to KPI tracking and identify trends to improve service delivery and processes.
Use data and analytics tools to surface notable client activity and support proactive engagement.
Create and maintain support materials, process documentation, and operational runbooks.