Client Services Specialist Front Office & Risk

Amundi Ireland Limited; Dublin; On-site; EUR 60,000 - 90,000; Full time

Job summary

Alto Invest seeks a client services professional to deliver high-quality support for outsourced technology services in the investment funds domain. You will act as the frontline contact for client queries, provide L1/L2 support, and triage tickets to ensure timely resolution aligned with SLAs.

You will diagnose issues, assess business impact, and coordinate with cross-functional teams including R&D, Client Success, and Relationship Management to drive adoption and client satisfaction.

Qualifications

• Knowledge of the front-to-back value chain and functional analysis capabilities.
• Strong troubleshooting, root cause analysis and incident management skills.
• Excellent client-facing communication, stakeholder management and presentation skills.

Responsibilities

• Act as the first point of contact for client queries, providing L1 support and L2 support where needed.
• Triage, manage and resolve tickets in line with SLAs, keeping clients informed of progress and timelines.
• Diagnose issues, assess business impact, review logs and identify workarounds or configuration changes.
• Coordinate tickets with Client Success Manager and Relationship Manager as the operational lead for clients.
• Manage client communications during incidents and planned maintenance across modules and processes.
• Drive completion of client requests through CRR workflow support and collaboration with R&D and Relationship Manager.
• Advise on business process design to maximise platform adoption and value for clients.
• Support adoption workshops and identify upsell opportunities for the Relationship Manager.

Skills

Front-to-back value chain

Client communication

Incident management

Stakeholder management

Problem solving

Education

Finance / Mathematics / CS degree

Tools

SQL

Job description

Who we are looking for

We are looking for a candidate with experience in delivering excellent client service in outsourced technology and/or service provision offerings within the investment funds or asset management industries. You ensure customer satisfaction and support the achievement of client objectives on the platform. You are responsible for clients operational support by delivering high quality support and ensuring adoption and satisfaction in your domain of expertise: Front Office & Risk.

What you will be responsible for

• Act as the first point of contact for Alto Invest client queries, providing L1 support to clients and L2 support to Alto Trustee clients.
• Triage, manage and resolve tickets in line with agreed SLAs, keeping clients informed on progress, workarounds and timelines.
• Carry out initial issue diagnosis, including business impact assessment, log review, pre-production testing and identification of possible workarounds or configuration changes.
• Prioritise and coordinate tickets in line with Client Success Manager guidance, acting as the functional liaison and operational lead for clients.
• Manage client communications during incidents and planned maintenance across Middle Office and trading‑related modules and processes.
• Progress client requests and change requirements through to closure, including CRR workflow support, impact analysis and collaboration with R&D, Client Success Manager and Relationship Manager.
• Act as a trusted advisor on business process design, recommending best practice to maximise client use of the platform.
• Support client visits and adoption workshops with Client Success Manager and Relationship Manager, identifying and passing relevant upsell opportunities to the Relationship Manager.
• Contribute to product communities across the Front, Risk and Trustee domains.
• Participate in client meetings, visits, and adoption workshops alongside the Client Success Manager and Relationship Manager.
• Create and maintain technical and functional documentation for relevant modules to support knowledge retention across the team.
• Promote knowledge sharing and enablement within the Client Services team.
• Work closely with Business Line and R&D teams through regular embedment in the analyst domain.
• Contribute to production reviews with clients where analyst tickets require focus.
• Participate in weekly Customer Success team meetings to provide CSP updates.
• Support the collection of KPIs for service reviews.

What we value for the role

• Knowledge of the front‑to‑back value chain and functional analysis capabilities.
• Knowledge of SQL and financial products.
• Strong troubleshooting, root cause analysis and incident management skills.
• Excellent client‑facing communication, stakeholder management and presentation skills.
• Track record of translating technical issues into business impact and recommendations.
• Strong organizational skills and the ability to manage competing priorities in a fast‑moving environment.
• Energetic and responsive; client‑oriented with strong interpersonal skills.

Education & Preferred Qualifications

• Relevant university degree, preference for finance, mathematics, physics, computer science, or related degrees.
• Experience within the Asset management industry or within FinTech supporting Financial Services.
• Knowledge of Investment value chain, Front‑to‑Back Office processes.