Analyst, Client Service Support

CIBC Mellon is a financial services company, and they are seeking an Analyst for Client Service Support. The role involves providing comprehensive support to users, conducting training sessions, and managing incident escalations to ensure effective service delivery.

Responsibilities

• Provide comprehensive support to NEXEN users through online, telephone, and on-site channels, ensuring timely and effective resolution of inquiries
• Deliver after-hours support as required to maintain service continuity and respond promptly to urgent needs
• Manage incident escalations efficiently, adhering to established protocols
• Conduct client training sessions to promote self-service capabilities, drive system adoption, and encourage effective use of NEXEN
• Utilize ServiceNow to accurately document and track all client inquiries, ensuring detailed descriptions for efficient issue management
• Assist in investigating urgent and complex issues, facilitating incident escalations and ensuring prompt resolution
• Adhere to standard service level metrics for issue resolution, consistently maintaining high performance and accountability

Skills

• College diploma, university degree, or equivalent
• 1-2 years progressive experience including customer service experience
• Knowledge or exposure to NEXEN
• Knowledge of asset servicing or securities industry
• Detail oriented, analytical, strong oral & written communication, interpersonal and customer service skills
• Problem-solving abilities to manage and resolve technical issues efficiently
• Availability for after-hours support
• Bi-lingual an asset (French)

Company Overview