Client Services Analyst

Job Description

Job Description

Benefits:

• 401(k)
• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development
• Vision insurance
• Wellness resources

Client Services Analyst

Financial Software Solutions, LLC (FSS) is a fast-growing SaaS fintech company delivering innovative financial software solutions to legal and trustee professionals. We are seeking a Customer Support & Business Analyst who is passionate about delivering exceptional customer experiences while leveraging data analysis and business insight to help customers achieve success.

This role combines customer support, business analysis, and data-driven problem-solving. The ideal candidate will possess strong analytical skills, advanced Microsoft Office proficiency, excellent written and verbal communication skills, a customer-first mindset, and experience working with Excel and SQL databases to investigate, analyze, and resolve customer issues.

What You'll Do

• Serve as the primary point of contact for customers via phone, email, and virtual meetings.
• Build strong customer relationships through exceptional service, responsiveness, and professionalism.
• Analyze customer inquiries, identify trends, and recommend solutions that improve customer outcomes.
• Utilize Excel and SQL database tools to research, validate, and analyze customer data and system information.
• Document customer requests, findings, and resolutions accurately within internal tracking systems.
• Communicate complex information clearly and effectively to both customers and internal teams.
• Provide customer training, onboarding assistance, and educational webinars as needed.
• Collaborate with internal departments to investigate issues and support resolution efforts.
• Monitor customer feedback and identify opportunities for process improvements.
• Support a customer retention and satisfaction-focused culture through proactive communication and follow-up.

What We're Looking For

• 2+ years of experience in customer support, customer success, business analysis, financial services, SaaS, or a related field.
• Strong analytical and problem-solving skills with the ability to interpret data and identify trends.
• Advanced proficiency in Microsoft Excel, including data analysis, reporting, formulas, pivot tables, and data validation.
• Experience querying and analyzing data using SQL Server or similar relational databases.
• Excellent written and verbal communication skills with the ability to communicate effectively across all levels of an organization.
• Strong customer service orientation with a commitment to delivering exceptional customer experiences.
• Highly organized with strong attention to detail and documentation skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Associate degree required; Bachelor's degree preferred in Business, Finance, Information Systems, Accounting, or a related field.
• Experience within financial services, legal, bankruptcy, or trustee environments is a plus.

Preferred Qualifications

• Experience analyzing financial or operational data.
• Familiarity with SaaS applications and customer relationship management systems.
• Experience creating reports, dashboards, or data-driven recommendations.
• Understanding of SQL Server databases and data structures.
• Experience delivering customer training or presentations.

What Success Looks Like

Customer Excellence

• Consistently delivers responsive, professional, and high-quality customer support.
• Builds trusted customer relationships that contribute to customer retention and satisfaction.

Analytical Problem Solving

• Effectively investigates customer issues using data analysis and critical thinking.
• Identifies patterns, trends, and opportunities for process improvement.

Collaboration

• Works effectively with internal teams to resolve customer concerns and improve business processes.
• Shares insights and recommendations that enhance the overall customer experience.

Accountability

• Demonstrates professionalism, integrity, and ownership in all customer interactions and responsibilities.

Benefits & Perks (Full-Time Employees)

• Health and dental insurance
• 401(k) with up to 4% company match after one year
• Supportive, collaborative, and team-oriented work environment
• Opportunities for professional growth and development