Client Services Analyst
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Job Location:
Philadelphia, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
Client Services Analyst
As a Client Services Analyst reporting to the Senior Director of Nasdaq Options Market Operationsyoullplay a critical role in delivering high-quality responsive service to Nasdaqs U.S. Options and Equities Exchanges. This role sits at the intersection of client engagement technical support and operational excellence with a focus on strengthening client relationships improving service quality and reducing response times.
Youllthrive in this position ifyoureintellectually curious proactive and collaborative with a strong interest in financial markets and technology. You enjoy solving problems working directly with clients and contributing to continuous improvement in a fast-paced dynamic environment.
Key Responsibilities
Serve as a front-line representative supporting Nasdaqs 6 U.S. Options and 3 Equities Exchanges engaging directly with Market Makers Order Routers and PHLX floor trading personnel.
Maintain strong client relationships byprovidingday-to-day guidancetimelyresponses and effective issue resolution under limited supervision.
Design and support client solutions that meet defined Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Act as an escalation point for unresolved production issuesparticipatingin root-cause analysis and resolution in partnership with internal teams.
Collaborate cross-functionally with Product Development Operations Networks Testing and Applications teams to communicate client needs and support new functionality.
Takesownership of issues toinclude:initialresponse investigation escalation resolution final communication to member and case close-out.
Strong prioritization and interpersonal skills.
Must have: Excellent written and verbal communication skills.
Required Qualifications
Bachelors degree in Computer Science Information Systems Finance or a related field or equivalent practical experience.
At least 1 year of relevant experience in client services technical support financial services or a related role.
Excellent written and verbal communication skills with the ability to explain technical and non-technical concepts clearly.
Strong prioritization multitasking and interpersonal skills in a team-based environment.
Proficiencyin Excel and comfort working with evolving tools systems and processes.
Preferred Qualifications
Experience supporting options or equities markets.
Exposure tomatchingengine systems trading platforms or exchange operations.
Interest in applying AI-driven thinking to improve standard operating procedures and service workflows.
This position willbe located inPhiladelphia PA and offers a hybrid work environment with at least 3 days per week in-office. Occasional Saturday work (work-from-home) isin support of internal system and industry testing.
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age color disability national origin ancestry race religion gender sexual orientation gender identity and/or expression veteran status genetic information or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
What We Offer
Were proud to offer a competitive rewards package that is meaningful recognizes the unique needs of our employees and their families and incentivizes employees for their contribution to Nasdaqs overall success.
In addition to base salary Nasdaq offers significant other compensation (annual bonus/commissions and equity) benefits and opportunity for growth. Exact compensation may vary based on several job-related factors that are unique to each candidate including but not limited to: skill set experience education/training business needs and market demands.
Nasdaqs programs and rewards are intended to allow our employees to:
- Secure Wealth: 401(k) program with 6% employer match Employee Stock Purchase Program with 15% discount Student loan repayment program up to $10k Company paid life and disability plans Generous paid time off
- Prioritize Health: Comprehensive medical dental and vision coverage Health spending account with employer contribution Paid flex days to support mental wellbeing Gym membership discounts
- Care for Family: Hybrid home/office schedule (for most positions) Paid parental leave Fertility benefits Paid bereavement leave
- Connect with Community: Company gift matching program Employee resource groups Paid volunteer days
- Grow Career: Education Assistance Program Robust job skills training and Professional development opportunities
For more information visit Nasdaq Benefits & Rewards Career page.
Required Experience:
IC
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
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