Financial Services Operations Associate - Jemstep

About Jemstep
FinTech is a fast-paced, rapidly growing, and engaging space. Jemstep is a market-leading FinTech provider of digital advice solutions to investment advisory firms including banks, broker dealers, and independent advisors. Our Advisor Pro solution enables firms and their advisors to connect with investors digitally, delivering investment advice to help them achieve their financial goals. We are helping banks and financial advisors transform their business, making it more efficient for firms to serve their clients and onboard new ones.
While most "robo" advice solutions in market have been designed to replace advisors, our solution is designed to help advisors by extending their reach and enriching their clients' experience. We firmly stand behind our platform's flexibility, ease of integration and adoption, and value in delivering measurable results with a full suite of technology solutions.
In this position, you'll be joining a high-growth company brimming with intelligent people, optimism, collaboration, and passion for progress, with ties to Invesco, a globally recognized and established asset management firm with a long history of success. Invesco has presence in over 25 countries and Jemstep has offices throughout the United States, South Africa, and India. As we further our mission and expand our presence and position, we're seeking individuals of demonstrable success, with energetic, motivating personalities to join our team.
Job Summary
You are the guide, leading the client down the path to success with Jemstep, through the onboarding process and beyond.
Key Responsibilities/Duties
Support clients on a daily basis after they successful onboarded onto the Jemstep digital advice platform.
Monitor issue tracking system and initiate appropriate response activities in adherence with contracted service levels requirements.
Initiate troubleshooting activities to determine if the reported issue is a defect, enhancement or can be solved through training.
Submit defect and enhancement requests with appropriate detail to product and development teams for resolution.
Provide timely updates to clients regarding status of issue resolution.
Prioritize customer support development requests in an effort to achieve the highest level of customer satisfaction.
Use consultative approach to address clients' needs and business objectives.
Work Experience
3-4 years of experience in client facing service or support role at a Financial Services company
Experience with CRMs, trouble ticket systems and project management tools (Zendesk and/or JIRA preferred)
Middle or back office operations experience at a bank or IBD is a plus
Demonstrated ability to work closely with cross-functional teams
Self-starter with proven organization and problem-solving skills
Excellent oral and written communication skills
Able to influence and build relationships at all levels internally and externally
Strong experience of negotiation, influencing and conflict management
Able to multi-task and work under pressure to meet tight deadlines while remaining professional and courteous
Flexible, able to meet changing requirements and priorities
Education (minimum requirement to perform job duties)
A Bachelor's Degree is required.
Working Conditions
Normal office environment with little exposure to noise, dust and temperatures.
The ability to lift, carry or otherwise move objects of up to 10 pounds is also necessary.
Normally works a regular schedule of hours, however hours may vary depending upon the project or assignment.
FLSA (US Only): Exempt
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The job holder may be required to perform other duties as deemed appropriate by their manager from time to time.
Invesco's culture of inclusivity and its commitment to diversity in the workplace are demonstrated through our people practices. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, sex, gender, gender identity, sexual orientation, marital status, national origin, citizenship status, disability, age, or veteran status. Our equal opportunity employment efforts comply with all applicable U.S. state and federal laws governing non-discrimination in employment.

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