Associate Account Manager

Job Title:

Associate Account Manager – A Role That Offers Variety and Challenge

This position is a fantastic opportunity to grow professionally, working in a fast-paced environment that demands multitasking, prioritization, and effective communication.

As an Associate Account Manager, you will serve as the primary point of contact for non-technical FIX issues, collaborating closely with customers, vendors, and internal staff to deliver exceptional service and drive projects forward.

Key Responsibilities:

• Project management, including scheduling, coordinating, and facilitating project kickoff calls, ad-hoc calls, and recurring calls.
• Tracking service orders (installations, moves, and changes), reporting to customers on project milestones, testing/certification progress, broker approvals, and connection statuses.
• Coordinating calls with vendors and CRD staff or customers on topics like network and IP configurations, legal amendments, invoicing, etc.
• Explain routine invoicing and simple CRD FIX-related policies.
• Creating migration projects in the database for migrations of five or fewer connections for Buyside or Sellside clients, and sending migration notices to clients.
• Updating the customer tracking database using written procedures.
• Managing customer and vendor service orders, including preparation, receipt, and verification of all contract and service order documents.
• Opening Legal Help tickets and providing requisite information for MLSA amendments, tracking receipt thereof, and sending out amendments to Buysides.
• Creating first drafts of Sellside amendments for review by Team Lead, sending out amendments, gathering signatures, obtaining KYC approvals, filing, and circulating internally.
• Preparing reports and creating spreadsheets to track and report on vendor performance and/or special requests from Sellside clients, as assigned.
• Preparing reports and creating routine spreadsheets for recurring calls with implementing Buysides and/or special projects for Live Buysides.
• Performing monthly accounting-related tasks, including customer invoice data preparation and vendor invoice verification, investigating customer and vendor invoicing issues for Second or Third Tier Buyside or Sellside clients.
• Interfacing with Finance and Business Development regarding routine billing-related inquiries.
• Ensuring accuracy of database information and documentation, performing extensive database testing prior to or following patches and upgrades.
• Quarterly archiving of files and folders.
• Monthly updating of customer contacts for FIX-related roles.
• Performing database entries for connections for all implementing Buyside clients.
• Database audit verification and reconciliations.
• Entry of connections for Non-CRN buysides for FIX Licensing.
• Processing receipt of WB Mason and Cintas orders.
• Monitoring shared mailbox and Salesforce to assign emails to appropriate team members.
• Opening VPN tunnel tickets for Buyside and Sellside clients, tracking VPN tickets to completion, and updating applicable spreadsheet and database for proper invoicing.
• Additional support tasks or special projects as assigned.

Requirements:

• Ability to multi-task and prioritize assignments in a fast-paced customer service and operations support environment.
• Effective communication with customers, vendors, and internal staff to complete projects and service orders in a timely fashion.
• Experience with software applications, along with a desire and ability to understand them is a plus.

Qualifications:

• Bachelor's Degree from a leading university or college in a business-related or technical field of study. Computer Science coursework is a plus.
• Minimum 0-2 years customer service experience in a technology-related environment and/or experience with FIX networks is preferred.
• Ability to understand and/or have a general knowledge of networks.
• Familiarity with managing associated record/inventory information, service order tracking, and accounting/invoicing procedures.
• Ability to partner with various internal departments to deliver superior customer service.
• Solid time management skills including the ability to manage multiple projects in parallel while meeting set deadlines.
• Must be customer-driven with a focus on providing a high quality of service.
• Strong attention to detail with the ability to differentiate small differences within large amounts of data; accuracy for database information management.
• Ability to work within a small team environment supporting all team members' projects.
• Intermediate-level Excel spreadsheet skills; Macros or Access database skills are desirable.
• Strong interpersonal, verbal, and written communication skills.

About Us:

We're one of the largest custodian banks, asset managers, and asset intelligence companies in the world. From technology to product innovation, we're making our mark on the financial services industry. For over two centuries, we've been helping our clients safeguard and steward the investments of millions of people.

We provide investment servicing, data & analytics, investment research & trading, and investment management to institutional clients. Our benefits packages are competitive and comprehensive, including generous medical care, insurance, and savings plans among other perks. You'll have access to a flexible Work Program to help you match your needs. Our wealth of development programs and educational support will help you reach your full potential.

Inclusion, Diversity, and Social Responsibility are fundamental values at our organization. We warmly welcome candidates of diverse origin, background, ability, age, sexual orientation, gender identity, and personality. We engage actively with our communities around the world, both as a partner and a leader. You will have tools to help balance your professional and personal life, paid volunteer days, matching gift program, and access to employee networks that help you stay connected to what matters to you.

We are an equal opportunity and affirmative action employer.