client support

The base salary range for this position is 60,000 - 70,000 USD. The final base salary for this role will be based on the individual's experience and qualifications.

If your background and qualifications meet these specifications, please forward your application including your salary expectation and the earliest starting date by clicking the "Apply" button.

The role of Client Advisory Services (CAS) is to provide efficient and valuable, dedicated service to 360T's customers. Service comprises both business and technical support where excellent customer communication is an integral part of the CAS team. The team provides 24x5 1st and 2nd level support, client advisory services and acts as the primary point of contact for a wide range of technical and business-related issues.

Monal Rana
HR Manager
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521 Fifth Avenue
38th Floor
New York, NY 10175

• Provide first and second level support for all incoming customer queries via email, phone or by any other media related to our platform
• Actively facilitate training to buy-side and sell-side business partners on topics including placing and accepting resting and active orders, breakdown and description of various types of available products and guidance with calculations of client position exposure, which includes credit limits and margins
• Build and maintain relationships with key client contacts
• Manage and monitor technical integrations, involving pre- and post-trade solutions; primary focus on integration solutions via FIX protocols, FTP and SFTP uploads for proprietary and third-party execution platforms, Order Management Systems (OMS) and Pre-Trade Risk controls
• Lead and manage incident resolution processes, ensuring timely and effective responses to minimize impact and enhance service continuity
• Facilitate daily discussions with various internal and external technology teams, review pending technical issues, and escalate bugs by using Jira
• Assist with go-lives, to ensure customers are correctly configured and able to execute deals. This includes analysis of mappings and stream
• Participate in reviewing pricing quality from FX and metals liquidity providers.
• Manage both business and technical cases in Freshdesk CRM. Complete all work tickets in a comprehensive manner using clear concise English and ensure translation takes place if other languages are used
• Be an integral part of a high-profile global team which provides 24x5 2nd level support and acts as primary point of contact for external customers for business and technical issues

• University qualification, degree (minimum Bachelors in relevant field; Finance, Engineering and/or Computer based discipline)
• Working experience in client services/ middle office/ back office or a global markets sales & trading division or other FX or treasury environment
• Experience in training the financial community with a strong focus on corporates and banks
• Ability to communicate technical/product information to both a technical and non-technical audience
• Excellent organizational, communication and leadership capabilities as well as analytical and problem-solving skills are essential
• Previous experience with FX products
• Proficient in MS Office, with working knowledge of CRM platforms is preferred.
• Ability to roll out client projects and write up product requirements
• Strong sense of customer service/support, detail, and service oriented
• Enthusiastic, self-motivated, team spirit and can-do approach
• High ability to work effectively within a multi-functional and cross-cultural organization
• Excellent work ethics and lead by example
• Excellent verbal and written communication skills
• Fluent Portuguese, English and Spanish