L1 Client Support Specialist

Location - Wrexham, England

Permanent

Shift Pattern: 11am – 7pm

Role Summary

Being a Client Support Specialist in Report Hubmeans being the first level of escalation for our clients - helping them navigate complex reporting needs with confidence, whilst providing seamless client support. Being a Report Hub Client Support Specialist will allow you to expand your knowledge of the industry.

The Impact You Will Have in This Role:

As a Client Support Specialist you will be responsible for delivering exceptional service to Report Hub clients by handling incoming support queries, assisting in troubleshooting day to day issues and providing excellent customer service. You will manage client queries, help resolve production issues, and coordinate with internal teams to ensure a seamless client experience. This role requires a decision making when necessary.

You will serve as the first point of contact for all clients, providing dedicated support and acting as the first level of escalation for production and integration / system configuration queries. Your role will involve cross-functional collaboration with Product, Integration, Support, Technology, Legal, and Compliance teams to ensure timely and effective resolution of client issues.

The Role and Responsibilities

Client Support Specialist

• Act as the primary point of contact for BAU production issues and queries, including core product and integration layers.

• Develop a deep understanding of the product to allow you to troubleshoot queries

• Represent client interests internally, articulating the impact of their issues and requests to support prioritization.

Client Support & Escalation

• Provide functional expertise and advice to clients, analyzing production queries and coordinating resolution with internal teams.

• Effectively identify, prioritize and escalate client issues

• Articulate issues to internal Tech teams and provide understand of impact to allow the teams to effectively prioritize

Service Delivery & Reporting

• Conduct weekly case hygiene sweeps using standardized exception reporting.

• Escalate any appropriate issues to direct Manager.

• Work with Manager to ensure procedural documentation is kept up to date.

• Ensure all related client documentation is up to date

Cross-Functional Collaboration

• Coordinate with Product, Technology, Project Management, Risk, Legal, Compliance, and Integration teams to ensure end-to-end client satisfaction.

Continuous Improvement & Knowledge Sharing

• Identify and implement process improvements across L1 Support Team

• Foster a culture of teamwork and accountability.

• Provide functional expertise and proactive advice to clients

Qualifications:

• Hands on experience in Banking / Financial Operations experience

• Bachelor's degree preferred or equivalent experience

Talents Needed for Success:

• Bachelor's degree preferred or equivalent experience

• Excellent communication skills (oral and written) and customer service skills.

• Strong analytical and problem-solving skills.

• Derivatives and Securities background and/or analytical experience, plus previous experience in a client-service role beneficial

• Good computer and MS Office skills especially work in Excel

• Knowledge Transfer/Process Migration experience is a plus

• Well organized, ability to prioritize, meet deadlines, identify process risks and red flags

How We Work:

Delta Capita is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, colour, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. If you require any reasonable adjustments through your interview process, please use the designated space within the application questionnaire.

This is a permanent full time position located in Wrexham, England. As the selection and interview process is ongoing, please submit your application in English as soon as possible, if your profile is selected, a member of our team will contact you within 4 weeks.

Who We Are:

Delta Capita Group (a member of the Prytek Group) is a global managed services, consulting and solutions provider with a unique combination of experience in Financial Services and technology innovation capability. Our mission is to reinvent the financial services value chain providing technology based mutualized services for financial institutions for non differentiating services.

Our 3 offerings are:

• Managed Services

• Consulting & Solutions

• Technology

To know more about Delta Capita and our culture click here: Working at DC - Delta Capita.