At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you’re passionate about developing your career, while helping others along the way, come join the Broadridge team.
Client facing, senior product support analyst working with the global client services organisation. Responsible for Service request, Incident, Problem and Change management activities focused on the Security Finance and Collateral Management (SFCM) product.
Key responsibilities include (not limited to)
Provide clients with great customer service on phone and email
Work within a global team (Locations include Edinburgh, Toronto, US, Sydney, India)
Deal with a variety of customers and situations with professional composure and a sense of urgency
Major incident management and associated problem follow up
Escalate issues appropriately to Support Team Level 3 resources and Engagement Managers
Be a team player and collaborate with the Support Team to manage time, priorities, and resources
Act as Client Owner and manage Client expectations.
Identify product improvement and efficiency opporties
Achieve individual and departmental throughput targets on a consistent basis
Supporting and developing less experienced Team Members.
Ideal candidate profile
Work experience 5 years; University degree required with computer courses that ideally includes exposure to SQL
Self-starter with excellent individual leadership skills
Good team player and able to work effectively within a global team
Experience working with Systems using Java, .Net, Power Builder.
Prefer a working knowledge of Security Lending and Collateral Management, ideally with front and back office experience
Detail-oriented with ability to multi-task
Proven ability to meet deadlines while working in a dynamic, fast-paced environment
Effective communication and analytical skills
Enthusiastic commitment to customer service
Interested in long term career growth with a customer support and service environment
Qualifications, skills and abilities
Must possess strong verbal and written communication skills
Bachelor or associate degree required; Finance and Computer Skills very highly desirable
Working knowledge of Windows server-based technical environment is a plus
Critical thinking and problem solving skills
Must be able to work outside daytime shifts, on a rotating basis, and to cover certain holidays where client organizations are open for business
Recruitment Process
Throughout your application process, you may be asked to connect with us virtually or in-person. Our recruiters will explain how hybrid interviews will be held throughout the recruitment process, and they will be able to answer any questions you might have.
Background Check Process
Broadridge requires employees to complete a background check that is completed by one of our service providers. We use this service to complete the following checks:
Employment verification
Education verification
Credit inquiry
Canadian criminal record check
Workplace Flexibility
We are committed to supporting flexible work arrangements, investing in technology or other resources to enable you to work from home effectively, wherever possible.
At this time this is a hybrid role, and therefore you should have a basic home office set up, high-speed internet, and the ability to work without distractions during core business hours.
Accessibility & Accommodation
Broadridge is an equal opportunity employer and is committed to a diverse and inclusive workplace ensuring that equal employment opportunities are provided to all individuals, regardless of race, colour, gender identity, sexual orientation, marital status, creed, age, disability, religious affiliation, or national origin or citizenship. If you require any accommodations during the recruitment process, please notify our recruitment team.
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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company—and ultimately a community—that recognizes and celebrates everyone’s unique perspective.
Use of AI in Hiring
As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.