Associate, PTS Customer Support

London Stock Exchange Group; Makati; On-site; PHP 300,000 - 420,000; Full time

Job summary

London Stock Exchange Group's Acadia unit in Makati seeks an entry-level Fintech Support Associate. You will be the first point of contact for clients, delivering telephone and email support and resolving incidents while maintaining SLA timelines.

Ideal candidates have at least 1 year in customer support or trading support, a Finance-related degree, and strong communication skills. This role requires adaptability and a proactive, energetic team player attitude.

Qualifications

• At least 1 year of experience in customer support.
• At least 1 year of experience in Financial Services / Trading Support.
• Good understanding of IT terminologies and translating technical language.
• Willingness to work shifting schedule and in a high-pressure environment.
• Excellent written and verbal communication skills.

Responsibilities

• Provide telephone and email-based customer support.
• First-line investigation and diagnosis, resolving issues at first contact when possible.
• Assess impact and urgency of cases, gather necessary information.
• Maintain accurate records of activity through case lifecycle.
• Escalate to other teams and ensure quality feedback to customers.
• Collaborate with Service Management to maintain strong service levels.

Skills

Customer support

Trading support

Communication skills

Adaptability

Education

Bachelor's degree in Finance

Job description

**Job Description****Position Summary**This position is within Acadia. Acadia is wholly owned by LSEG (London Stock Exchange Group) and is part of its Post Trade division.Fintech Support forms part of the Client Services department responsible for delivering technical support to clients globally 24×6. You will act as the first point of contact to the clients, handling service requests, incidents, problems, escalations, and providing an interface for other functions such as new client on-boarding. You will be supporting the proprietary trading application and transaction network for a leading financial technology provider.In this entry-level role you will learn about trading technology and the collateral management business. Join an established team here in Makati that offers the opportunity to gain knowledge, growth and career development. **Role Responsibilities*** Ensure that the highest levels of service are delivered to clients* Provide telephone and email-based customer support* Provide first-line investigation and diagnosis, resolving at first contact whenever possible and keeping customers informed of progress* Assess the impact and urgency of cases and gather appropriate information for the request* Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently* Maintain accurate records of activity taken throughout the lifecycle of a case* Management of escalation through other teams, ensuring high quality of feedback and service to customers at all times* Work closely with Service Management Team to maintain excellent service including handing over to US* Develop a good understanding and technical expertise across all products* Resource for project work* Support the Client Services Manager towards continuous improvement of team process and customer experience **Experience and Qualifications Required*** At least 1 year of experience in customer support is a plus.* At least 1 year of experience in Financial Services / Trading Support is a plus.* Bachelor’s Degree, Finance or related degrees preferred* Recent graduates are welcome to apply* Good understanding and awareness of IT terminologies* Ability to translate technical language into user-friendly information* Must be flexible to work shifting schedule* Excellent communication skills (written and verbal)* Good decision-making skills (able to act decisively under pressure)* Highly motivated and an energetic team player, determined and driven with a can-do attitude* Ability to work in a high-pressure environment in terms of volume and intensity of activity* Ability to adapt to new situations quickly and think on his/her feet**Career Stage:**Associate