Sr Service Management Analyst

APEX Fintech Services • Austin, TX

5d • Hybrid

About The Position

Be part of a fast-paced team focused on enhancing relationships and building customer loyalty. Apex Fintech Solutions' Client Experience team is seeking a Senior Service Management Analyst who is empowered to build strong, trust-based relationships with our clients, challenge the status quo, create innovative solutions to traditional problems, help us streamline and automate manual processes, and to be a change-agent for the firm. Learn the financial industry while providing high-quality services to Brokerage firms, Registered Investment Advisors, and End Investors. The Senior Service Management Analyst will focus on ensuring high-quality, efficient service delivery and customer satisfaction. Key responsibilities include overseeing service operations, managing service staff, establishing and enforcing service standards, analyzing performance metrics, resolving customer issues, collaborating with other departments, and ensuring regulatory compliance. The role requires strong leadership, communication, problem-solving, and analytical skills to align service operations with business objectives and foster long-term client relationships. You will be providing world-class customer service to firms, and certain end investors. You will be taught a broad range of transferable product, technology, and systems skills, which will enable you to think critically about how we can improve our suite of offerings. You will provide outstanding service through telephone and electronic interactions. You will also make a meaningful impact through your inclusion in strategic initiatives and cross-company projects. You will support service questions, operational inquiries, and internal team members.

Requirements

• Bachelor's degree in business, finance, or a related field or equivalent work experience
• 5+ years of experience in client services, relationship management, or a similar role within the financial services industry
• FINRA Series 7 License required (or willingness to obtain within 90 days of hire)
• Must be a self-starter, flexible, innovative, and adaptive
• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
• Ability to work both collaboratively and independently; ability to navigate a complex organization
• Advanced analytical skills
• Excellent project management and organizational skills and capability to handle multiple projects at one time
• Proficiency in Microsoft 365

Responsibilities

• Serve as the primary point of contact for daily operational and platform support for Apex customers.
• Work closely with clients and business partners in areas like onboarding, trade processing, performance tracking, margin/risk management, compliance, and billing to ensure successful business operations and client satisfaction.
• Manage partner firm and end investor escalations, ensuring timely and effective resolution.
• Support inquiries related to Operations, collaborating with internal teams to address customer queries and resolve issues.
• Periodically engage with senior-level client contacts across various business areas to provide insight on service and support interactions while gathering feedback to strengthen the quality of service.
• Create and maintain system documentation to ensure clarity and consistency in processes.
• Strictly adhere to established procedures and security controls to safeguard customer information and assets.
• Maintain ownership of key supervisory checklists, ensuring adherence to compliance requirements and operational standards.
• Support business process improvement initiatives and ad hoc projects.
• Partner with other members of the client support organization to provide a seamless experience to our customers.

Benefits

• We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match.
• We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits.
• At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level