Client Service Analyst – Perpetual Digital

More Time Off for What Matters: Enjoy up to 6 weeks of leave
Flexible Work Environment: Work where we work best – whether in the office or from home
Join Perpetual Corporate Trusts Innovation Company & one of Australia’s leading Institutional Fiduciary and Digital Solutions providers
Perpetual Group is an ASX-listed company (ASX:PPT) headquartered in Sydney, Australia, currently consisting of 11 leading brands across three distinct businesses: Asset Management, Wealth Management and Corporate Trust.
This is an exciting opportunity to be part of Perpetual Digital. Perpetual Digital, Perpetual Corporate Trust (PCT), innovation company, helps drive PCT, our clients’ and the broader markets success through our next-generation software and data solutions.
We are seeking a skilled and motivated Client Service Analyst with a strong experience on Fixed Income products. In this role, you will be responsible for providing operational support for external and internal end-users of Perpetual’s Fixed Income platform.
About the Role
Triage incidents or support requests from clients: Replicate issues, if possible, accurately categorize impact and urgency, and engage appropriate resolvers to ensure timely resolution.
Fulfil client support requests: Handle transaction adjustments, user access requests, and ensure that client requests are addressed promptly and effectively.
Investigate transaction anomalies: Perform thorough investigation of issues, provide solutions to clients, or collaborate with the Business Analysts team to define detailed issue resolution strategies.
Respond to client queries: Provide clear and concise guidance on the usage of the Fixed Income system, ensuring that clients understand the functionalities and features available to them.
Conduct system training sessions: Organize training for new users and refresher courses for existing users to help them maximize the benefits of the Fixed Income system.
Develop support documentation: Create and maintain comprehensive support materials, including FAQs, user guides, and troubleshooting documents to assist clients in resolving common issues independently.
Monitor system performance: Regularly check the performance of the Fixed Income system, identify potential issues, and work proactively to prevent disruptions.
Collaborate with cross-functional teams: Work closely with Digital Engineering, Consulting Team, and other relevant teams to resolve incidents, fulfill service requests, and enhance the overall client experience
Provide feedback for system improvements: Collect client feedback and work with the development team to suggest enhancements, ensuring the system evolves to meet client needs.
About you
We’re looking for someone with:
Bachelor’s degree in finance, economics or accounting (related degrees and/or industry experience will also be considered)
Knowledge and experience working on fixed income products: A solid understanding of fixed income securities and their market dynamics is essential.
Good understanding of financial regulations and standards in managing and trading fixed income securities: Familiarity with the regulatory environment and compliance standards governing fixed income markets ensures adherence to legal and ethical standards
Strong analytical and problem-solving skills: The ability to dissect complex financial data, identify trends, and solve issues efficiently is crucial. This includes proficiency in using analytical tools and software.
Excellent communication and collaboration skills: Effective verbal and written communication with clients, team members and stakeholders at different levels, coupled with the ability to work harmoniously in a team environment, is necessary for success in this role.
Client support experience: Previous experience in a client-facing role, particularly within a financial services context, helps in understanding client needs and delivering optimal service solutions.
Attention to detail: Meticulous attention to detail is vital for ensuring accuracy in transaction processing, issue resolution, and documentation.
Ability to work under pressure: The capacity to maintain composure and productivity under tight deadlines or during high-stress situations is important.
Proficiency in financial software and tools: Experience with industry-standard software and analytical tools used in fixed income markets enhances operational efficiency.
Continuous learning mindset: A willingness to keep up to date with industry trends, market developments, and new technologies that impact fixed income markets.
How we work
Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.
Employee benefits
Work from anywhere in Australia for up to one month each year
An annual allowance to empower you to prioritise your personal wellbeing
Study support and commitment to supporting professional development
Diversity and inclusion
Strong commitment to all aspects of Diversity and Inclusion through a robust 7 pillar strategy
A growing number of employee-led networks who work to raise awareness and drive continued change
We support over 50 First Nations Communities, helping to secure the communities' future. We encourage applications from Aboriginal and Torres Strait Islander People
We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.
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