Service Management Analyst

WHO WE ARE Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers. Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila. If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you. AFS has received a number of prestigious industry awards, including: 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards 2021 Most Innovative Companies - presented by Fast Company 2021 Best API & Best Trading Technology - presented by Global Fintech Awards ABOUT THIS ROLE Be part of a fast-paced team focused on enhancing relationships and building customer loyalty. Apex Fintech Solutions' Client Experience team is seeking a Service Management Analyst who is empowered to build strong, trust-based relationships with our clients, challenge the status quo, create innovative solutions to traditional problems, help us streamline and automate manual processes, and to be a change-agent for the firm. Learn the financial industry while providing high-quality services to Brokerage firms, Registered Investment Advisors, and End Investors. The Service Management Analyst will focus on ensuring high-quality, efficient service delivery and customer satisfaction. Key responsibilities include overseeing service operations, managing service staff, establishing and enforcing service standards, analyzing performance metrics, resolving customer issues, collaborating with other departments, and ensuring regulatory compliance. The role requires strong leadership, communication, problem-solving, and analytical skills to align service operations with business objectives and foster long-term client relationships. You will be providing world-class customer service to firms, and certain end investors. You will be taught a broad range of transferable product, technology, and systems skills, which will enable you to think critically about how we can improve our suite of offerings. You will provide outstanding service through telephone and electronic interactions. You will also make a meaningful impact through your inclusion in strategic initiatives and cross-company projects. You will support service questions, operational inquiries, and internal team members. Duties/Responsibilities Serve as the primary point of contact for clients. Manage partner firm and end investor escalations, ensuring timely and effective resolution. Support inquiries related to Operations, collaborating with internal teams to address customer queries and resolve issues. Create and maintain system documentation to ensure clarity and consistency in processes. Strictly adhere to established procedures and security controls to safeguard customer information and assets. Maintain ownership of key supervisory checklists, ensuring adherence to compliance requirements and operational standards. Support business process improvement initiatives and ad hoc projects. Education and/or Experience Bachelor's degree in business, finance, or a related field or equivalent work experience 3+ years of experience in client services, relationship management, or a similar role within the financial services industry FINRA Series 7 License required (or willingness to obtain within 90 days of hire) Required Skills/Abilities Must be a self-starter, flexible, innovative, and adaptive Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization Ability to work both collaboratively and independently; ability to navigate a complex organization Advanced analytical skills Excellent project management and organizational skills and capability to handle multiple projects at one time Proficiency in Microsoft 365 Work Environment This job operates in a hybrid, office environment 3 days per week. #operations #associate #full-time #APEX #LI-SG1 Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Our Rewards We offer a robust package of employee perks and benefits, including healthcare benefits (medical, dental and vision, EAP), competitive PTO, 401k match, parental leave, and HSA contribution match. We also provide our employees with a paid subscription to the Calm app and offer generous external learning and tuition reimbursement benefits. At AFS, we offer a hybrid work schedule for most roles that allows employees to have the flexibility of working from home and one of our primary offices. EEO Statement Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, veteran status, marital status, or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Statement Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. We will work with you to provide the necessary accommodations to ensure your full participation in our hiring process. At Apex, we aim to enable frictionless investing for everyone. Help us in our mission to democratize finance, and apply to our open roles today. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. At Apex, we stand for efficiency and transparency. In every office, you’ll find passionate, committed, dedicated teams driven to find smart solutions to solve our clients’ toughest challenges. We are passionate about our employees, providing the benefits and perks that elevate you, reward you, and help you give back. We provide great flexibility, a collaborative, open work space, and real potential to grow with the firm.

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