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Broadridge

Associate Program Analyst - JR1030283

Newark, NJ

Responsibilities:
- Individual contributor who works on client issues (for both Production, UAT problems of the application) to make sure they are analyzed accurately and come out with solution recommendation in a timely manner
- Maintain and help improve the customer service support model that is aligned with our strategic priorities with FXL product
- Partner with development, product, application support and operational teams to ensure detailed execution of service
- Lead initiatives to scale the customer service organization to meet the growing needs of the business
- Craft, measure and exceed service standards and key performance metrics
- Run quality of service metrics to ensure a premium-quality customer experience

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- Identify product roadmap opportunities through client interactions and build feedback loop for Product Management
- Work with technical support/Help Desk and Operations groups to meet daily SLAs between Broadridge's systems and Clients' systems
- Establish critical metric in terms of customer service/happiness and work towards exceeding the goals by track/measure results
- Handle any production issues that may arise, review post mortems, and anticipate future business changes and actively adapt plans to ensure premium service
- Ability to travel in order to meet client obligations as applicable

Qualification:
- Should have 3-6 years invalidated experience in support organization
- Should have knowledge on brokerage processes, Foreign exchange & Cash management (Capital markets knowledge - Fixed income, Equities is a plus) and should have good understanding on how customers use the product
- Should have Technical experience including writing Queries, trouble shoot/debug code, understanding on technical infrastructure/components
- Should have understanding on .Net & Java technologies
- Ability to multi-task and work efficiently under pressure with careful attention to detail
- A self-starter with excellent verbal, written and presentation skills

LI-MV1

Job ID:
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • FSA
    • FSA With Employer Contribution
    • HSA
    • HSA With Employer Contribution
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
    • Fitness Subsidies
    • Pet Insurance
    • Mental Health Benefits
  • Parental Benefits

    • Family Support Resources
    • Birth Parent or Maternity Leave
    • Non-Birth Parent or Paternity Leave
    • Adoption Leave
    • Fertility Benefits
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
    • Hybrid Work Opportunities
    • Work-From-Home Stipend
  • Office Life and Perks

    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Company Outings
    • On-Site Cafeteria
    • Holiday Events
  • Vacation and Time Off

    • Paid Vacation
    • Paid Holidays
    • Personal/Sick Days
    • Leave of Absence
    • Volunteer Time Off
    • Unlimited Paid Time Off
  • Financial and Retirement

    • 401(K)
    • 401(K) With Company Matching
    • Performance Bonus
    • Financial Counseling
    • Relocation Assistance
  • Professional Development

    • Tuition Reimbursement
    • Promote From Within
    • Mentor Program
    • Access to Online Courses
    • Lunch and Learns
    • Leadership Training Program
    • Internship Program
  • Diversity and Inclusion

    • Founder led
    • Woman founded/led
    • Black founded/led
    • Latinx founded/led
    • Asian founded/led
    • Diversity, Equity, and Inclusion Program

Company Videos

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