Description
We are looking for a driven and detail-oriented Associate, Customer Onboarding to join our Post Trade Solutions (PTS) Customer Onboarding team.
As an Associate, you will support the onboarding of new customers onto LSEG's post-trade platforms and services, ensuring that each client receives a smooth, accurate, and positive onboarding experience.
Key Responsibilities
- Assist in managing the customer onboarding process, ensuring all required documentation, account setup, and system configurations are completed accurately and on time.
- Serve as a point of contact for customers during the onboarding phase, responding to inquiries professionally and in a timely manner.
- Coordinate with internal teams such as Technical Support, Sales, and Operations to facilitate a seamless onboarding experience for new clients.
- Accurately record and maintain customer information, onboarding status updates, and case notes in relevant systems (e.g., Salesforce, ServiceNow).
- Monitor onboarding tasks and follow up proactively to ensure all steps are completed within established timelines and service level agreements (SLAs).
- Escalate complex or unresolved customer issues to senior team members in a timely and organized manner, providing thorough documentation of the issue and steps taken.
- Participate actively in team meetings, training sessions, and knowledge-sharing activities to continuously develop product knowledge and onboarding expertise.
- Support continuous improvement efforts by flagging recurring issues and suggesting process enhancements.
- Deliver consistent and high-quality service that aligns with LSEG's customer experience standards and team KPIs.
- Work during US business hours as required to support our North American customer base.
Required Qualifications & Skills
- Excellent verbal and written communication skills in English, with the ability to interact clearly, professionally, and confidently with customers and internal teams.
- Strong ability to review and process information with a high degree of accuracy, ensuring data integrity and quality in all customer-related tasks.
- Open to training, coaching, and feedback; demonstrates a growth mindset and eagerness to develop new skills and knowledge.
- Proactive and goal-oriented; capable of managing assigned tasks independently and taking initiative to resolve issues or seek guidance when needed.
- Works well within a team environment, supports colleagues, and contributes positively to team goals and culture.
- Comfortable working in a fast-paced, dynamic environment and adjusting to evolving processes and customer needs.
Experience Requirements
- Fresh graduates are welcome and encouraged to apply.
- No prior work experience required.
- Experience in Customer Support, Service Desk, or any client-facing role is a significant advantage.
- Familiarity with CRM or ticketing tools (e.g., Salesforce, ServiceNow) is a plus but not required; training will be provided.
- Basic understanding of financial markets, post-trade processes, or financial services operations is an advantage.
Education Requirements
- Bachelor's degree in any of the following fields is required: Finance, Management / Business Administration, IT or any related discipline.
Training & Development
- New Associates will undergo a structured onboarding and training program covering LSEG's post-trade products and platforms, Customer onboarding workflows and tools, Systems and tools training (CRM, ticketing, internal platforms), Communication and customer service best practices.
- Ongoing coaching and mentoring will be provided by Senior Associates and Team Leads to support your professional growth.