Client Support Analyst (JR1028606)

Job Description

Company Description

Broadridge Financial Solutions, Inc. (BR) , a $4 billion global Fintech leader and part of the S&P 500® Index, is a leading provider of investor communications and technology-driven solutions to banks, broker-dealers, asset and wealth managers and corporate issuers. At Broadridge, we do well by doing good. Our unique culture is guided by the Service-Profit Chain—the idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by powering investing, governance, and communications for our clients, their customers, and the financial services industry.

Job Description

The Client Support Analyst will work as part of a Global Support Team, reporting into the offshore Head of ASTRID Production Services, European Client Operations, providing level 2 support for the ASTRID application – Broadridge’s Global Asset Servicing Solution. As part of the global team, you will primarily support Clients of the ASTRID service in the north American region, but will also be called upon to provide support for other global Clients operations, typically within local time zone. Day to day support will require you to fulfil Clients requests, investigate reported defects and engage with shared service teams to support recovery during Service impacting Incidents.

Client value and production stability is at the heart of everything that the Global Support team carries out. In your role, you will demonstrate consistent professional composure when dealing with Clients and Stakeholders, keen problem solving skills, natural ownership, a continuous improvement mindset and be a great teammate, collaborating with your team Support Team to handle time, priorities, and resources as necessary.

Key Job Functions/Responsibilities

• Provide clients with customer service advice and assistance across various communication channels including telephone, email and collaboration platforms such as Microsoft Teams and Webex;
• Conduct issue analysis and replication of reported production issues, engaging Level 3 Product and Technical teams appropriately to support detailed investigation and provide temporary and/or root cause solutions following standard Development lifecycle and Change protocols;
• Carry out timely and effective triage of incoming issues, verifying severity and engaging Incident Management per operational guidelines and procedures;
• Undertake monitoring duties across the Application in Production;
• Maintain issue status via internal issue management systems;
• Prepare for and conduct regular caseload reviews with Client contacts;
• Coordinate and support the preparation and deployment of application fixes, changes and releases into production;
• Updating documentation including team collaboration sites and operating procedures;
• Providing ad hoc training;
• Achieve individual and departmental targets on a consistent basis;
• Other duties as assigned.

Qualifications

Education:

• Bachelor’s degree required

Experience:

• 2+ years’ experience working in a Client facing Support or Service Delivery role, preferably in the Financial Services industry

Skills:

• Must possess strong verbal and written communication skills
• Critical thinking and problem-solving skills
• Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business

Tools:

• Understanding of Windows server-based technical environment is a plus
• Working knowledge of AWS a distinct advantage

Additional Information

Recruitment Process
COVID-19 has accelerated change across our workplace, including our hiring practices. As a result, throughout your application process, you may be asked to connect with us virtually, and may not be required to meet in-person. Our recruiters will explain how virtual interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Workplace Flexibility
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.

At this time the role will start as full-time remote, as all of our associates are working from home. You should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours. When everyone is able to return to the office this role will be hybrid, offering the right balance of virtual working and on-site activities (based out of our British Columbia or Ontario office location) for associates and clients as per the specific requirements of each role.

Accessibility & Accommodation

Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.

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