Job Description

Responsibilities:

· Assisting in the Cash / Position Reconciliation of GSO Trading Accounts focusing mainly on prime brokerage, cleared derivatives and margin accounts.

· Performing checks to ensure account balances are in line with the broker/counterparty balances daily including the corresponding bookings to the general ledger.

· Tracking cash inflows/outflows for capital calls and distributions and reconciliation to Investor records.

· Assisting in the rollover & processing of Loan contracts & clearing of exceptions.

· Creating and maintaining process workflow documents and helping with other ad-hoc projects including performing Manual Reconciliations and reporting of daily cash activities.

· Posting of Monthly Fees & Interest entries to Geneva.

· Assisting Treasury and Finance teams with the investigations of cash breaks/exceptions.

· Working independently and as part of a team as per job requirements.

· Review of daily task of the team members and mentoring them

· Reviewing SOP’s , KPI and Process improvement

· Suggesting best practice in Bankdebts space with using Geneva

· Managing Stakeholders feedback and keeping them apprise of daily progress

Desired Candidate Profile:

· Knowledge of accounting and finance.

· Understanding of Financial instruments like Syndicated / Private Bankdebts, Bonds and Futures.

· Should have extensive experience with working on Geneva and it’s bankdebt module for cash and positions break resolution. Atleast 10 years + experience.

· Hands on experience of using DUCO (Cash and Position Recon Tool) or any reconciliation system for managing Cash Recon process and keeping cash breaks at the minimum level.

· Strong Microsoft Office skills (MS Excel, MS PowerPoint and MS Word) with high proficiency in Microsoft Excel

· Highly motivated and the ability to effectively work as an individual contributor and possess strong analytical, problem solving, critical thinking and decision-making skills, multitask and deliver under tight deadlines

· The profile involves effective communication across Clients' facilities globally and hence possessing excellent interpersonal and communication skills in verbal and written English is a must

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Do

• Support process by managing transactions as per required quality standards

  • Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
  • Update own availability in the RAVE system to ensure productivity of the process
  • Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions
  • Follow standard processes and procedures to resolve all client queries
  • Resolve client queries as per the SLA’s defined in the contract 
  • Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
  • Identify and learn appropriate product details to facilitate better client interaction and troubleshooting 
  • Document and analyze call logs to spot most occurring trends to prevent future problems
  • Maintain and update self-help documents for customers to speed up resolution time
  • Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
  • Ensure all product information and disclosures are given to clients before and after the call/email requests
  • Avoids legal challenges by complying with service agreements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries

  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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• Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client

  • Undertake product trainings to stay current with product features, changes and updates
  • Enroll in product specific and any other trainings per client requirements/recommendations
  • Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
  • Update job knowledge by participating in self learning opportunities and maintaining personal networks

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Deliver