Client Experience Analyst, FundApps

£38-47k

JavaScript

Zendesk

Intercom

Junior, Mid and Senior level

London

More information about location

2-3 days a week in office

Regulatory compliance automation software

Job no longer available

Regulatory compliance automation software

101-200 employees

FintechB2BComplianceInvestingSaaSAutomationCommunity

Job no longer available

£38-47k

JavaScript

Zendesk

Intercom

Junior, Mid and Senior level

London

More information about location

2-3 days a week in office

101-200 employees

FintechB2BComplianceInvestingSaaSAutomationCommunity

Company mission

To help investment managers harness the power of community & technology to automate regulatory compliance.

Job

Company

Role

Who you are

Relevant Background: Proven experience in technical client support within a B2B SaaS company, with excellent communication skills both written and verbal, which includes the ability to convey clear, simple and accurate information to clients
Technical acumen - support tools: Familiarity with ticketing systems (Intercom, Zendesk) and basic coding languages
Technical acumen - hands on skills: Proficiency in analysing and troubleshooting XML files and XSD schemas and APIs; some understanding of coding such as Macros, JavaScript etc
Excellent communication skills: Ability to handle difficult conversations with patience, both internally and externally. Strong time management and prioritisation skills and a calm, authoritative, yet friendly manner
Industry knowledge: Experience working with asset managers, hedge funds, pension funds and/or banks is highly desirable

What the job involves

Reporting into the Senior Client Experience Manager, CX Analysts act as the ‘front-line’ in helping our clients get the technical support they require by triaging incoming requests and resolving issues as efficiently as possible in order to enable the optimal functioning of our products
Our CX Analysts have the opportunity to work with a breadth of high-profile clients across a diverse range of topics; they don’t own a portfolio of accounts but rather work as a global team across the whole client base within a ‘follow the sun model’
Facilitating thorough and timely resolutions to incoming requests from all our clients’ inquiries via our ticketing systems, email, and phone
Identifying and resolving technical issues in all FundApps client systems
Collaborating with internal teams, including Engineering, Product and Regulatory to address client concerns
Sharing insights and contributing to process optimisation
Providing training and support to team members, both within CX and the wider CS organisation
Volunteering for weekend and Public Holiday critical support duties

Salary benchmarks

Our take

FundApps is a Compliance-as-a-Service company, aiming to provide some of the world’s largest asset managers, hedge funds, and investment banks with automated compliance monitoring services.

It aims to solve the three main problems faced by compliance teams: keeping track of international regulation, interpreting it correctly, and accurately aggregating exposure across portfolios. FundApps combines web-based technology, regulatory expertise, market data and the specialist knowledge of its community in order to help financial institutions comply with international regulations.

FundApps differentiates itself through the proprietary technology it uses to accurately capture the latest changes in regulation. Its service monitors more than $17 trillion in assets under management, or about 15% of all global assets, on behalf of clients from all over the world. It is continuing to expand its partnership network - in 2023, the Abu Dhabi Investment Authority implemented FundApps' compliance suite to monitor its significant sovereign wealth funds.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

B Corporation

19% employee growth in 12 months

Glassdoor (4.6)

Company

Company benefits

🕐 Work/life balance
👶 26 weeks leave for all new parents regardless of gender, location or family structure
🎓£1,000 (or equivalent) learning budget each year and unlimited professional development leave
🍏 Private medical and life insurance
💚 Wellbeing benefits such as mental health coaching
💰 Peer micro-bonuses through Bonusly
🚢 25 days holiday leave + an extra day next year if you use it all + an extra day after 3 & 5 years
🧳 5 Years @ FundApps - additional 4 week paid holiday leave during your 5th year as a FundApper
❤️ Volunteering leave
🎁 Birthday off
💡 Peer-led ‘Brown-bag lunch’ learning sessions

Company HQ

Finsbury, London, UK

Leadership

Andrew Patrick White

(Founder & CEO)

Previous experience in Software Engineering, Product Management, and Business Development. Former Managing Director at Aquin International.

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