PwC
Website:
pwc.com
Job details:
At PwC, our people in finance consulting specialise in providing consulting services related to financial management and strategy. These individuals analyse client needs, develop financial solutions, and offer guidance and support to help clients optimise their financial performance, improve decision-making, and achieve their financial goals. In financial operations at PwC, you will specialise in improving the efficiency and effectiveness of financial operations within organisations. Your work will involve assessing financial processes, identify areas for improvement, and design and implement solutions to streamline financial operations, enhance controls, and reduce costs. You will be responsible for providing guidance on financial systems implementation, process automation, and financial shared services.
Focused on relationships, you are building meaningful client connections, and learning how to manage and inspire others. Navigating increasingly complex situations, you are growing your personal brand, deepening technical expertise and awareness of your strengths. You are expected to anticipate the needs of your teams and clients, and to deliver quality. Embracing increased ambiguity, you are comfortable when the path forward isn’t clear, you ask questions, and you use these moments as opportunities to grow.
Skills
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:
- Respond effectively to the diverse perspectives, needs, and feelings of others.
- Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems.
- Use critical thinking to break down complex concepts.
- Understand the broader objectives of your project or role and how your work fits into the overall strategy.
- Develop a deeper understanding of the business context and how it is changing.
- Use reflection to develop self awareness, enhance strengths and address development areas.
- Interpret data to inform insights and recommendations.
- Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.
Role 1: Prime Client Services Analyst
Process: OTC
Level: Senior Associate
Position
Role summary:
The Prime Client Services Analyst provides direct client service support to global institutional clients across all segments and tiers through multiple channels, adhering to client query response and resolution service level agreements. This role requires balancing product expertise and client management skills as part of a global 24x7 operating team.
Key Responsibilities
- Serve as a key member of our global 24x7 operating team, balancing product expertise and client management skills.
- Provide client service support to global institutional clients through phone, email and video calls in an articulate and insightful manner.
- Understand and execute complex client account management workflows, such as user provisioning, fiat, billing, audit, reporting and wallet management.
- Engage with a variety of institutional cross-functional teams, such as Engineering, Compliance and other Operations teams to exceed client needs.
- Respond to client queries within established service level agreements across multiple support channels.
- Escalate complex issues appropriately and coordinate resolution across internal teams.
- Document client interactions and maintain accurate records in Salesforce case management system.
- Contribute to knowledge base articles and process improvement initiatives.
Required Qualifications
- Bachelor's or equivalent degree in Finance, Business or related field.
- Minimum of 5 years in institutional client service role with direct contact to institutional clients, preferably either traditional financial institutional support or crypto company client support.
- Experience with high priority or institutional clients, compliance, trading, product support, payments, fraud, and/or other relevant client service or operational domains.
- Experience with various channels of client support, including voice, e-mail and/or chat.
- Understanding of cryptocurrency, global financial markets, and/or complex trading platforms.
- Strong communication skills in order to operate effectively with clients and cross-functional teams.
- Strong proficiency in Salesforce case management.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
Preferred Qualifications
- Prior experience supporting Prime Brokerage or institutional trading clients.
- Knowledge of blockchain technology and digital asset custody solutions.
- Experience working in 24x7 global support operations.
- Multilingual capabilities for global client support.
Required Tools
- Salesforce
- Slack
- Google Suite
- Prime Admin
- Admin
Preferred Tools
- Looker
- Jira
- Confluence
- SendSafely
- Duo Network Gateway
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