Client Services Representative

Client Services Analyst

The Client Services Analyst sits at the center of the NewCo client experience, serving as the primary operational interface for institutional clients, sales teams, and internal stakeholders. This role owns the end-to-end handling of client inquiries and operational requests from initial triage through resolution or escalation ensuring strong governance, clear documentation, and a consistently high-quality client experience. While not an engineering role, it requires deep platform understanding, sound judgment, and close coordination across Sales, Product, Operations, and Compliance.

Role Responsibilities

• Deliver timely, accurate, and high-quality support across all client service channels.
• Ensure a consistent service experience across regions and time zones.
• Build strong platform fluency to confidently support, guide, and educate users.
• Help clients optimize their workflows and usage of NewCo's tools and protocols.
• Maintain clear ownership and accountability for all client requests through resolution.

• Monitor trade progression and escalate technical or operational issues as required.
• Partner closely with Sales, Product, Operations, and Compliance to resolve complex client issues.
• Participate in readiness checks for platform releases, enhancements, and maintenance.
• Validate new functionality from a client-usage perspective and identify workflow impacts.
• Deliver UAT demonstrations and training for sales teams and clients.
• Capture structured client feedback and contribute insights to product roadmap discussions.

• Support the onboarding of new clients and traders in partnership with internal teams.
• Coordinate connectivity setup, dealer feeds, and data entitlements.
• Ensure permissions, configurations, and access frameworks align with client requirements and internal controls.
• Act as a point of continuity between onboarding, day to day usage, and ongoing client support.

• Maintain accurate client records and operational documentation.
• Contribute to KPI tracking and identify trends to improve service delivery and processes.
• Use data and analytics tools to surface notable client activity and support proactive engagement.
• Create and maintain support materials, process documentation, and operational runbooks.

Experience / Competences

Essential

• 13 years' experience in client services, operations, trading support, or financial services.
• Demonstrated ability to exercise sound judgment and work independently in managing client relationships and operational priorities
• Must possess an aptitude for technology and be comfortable using multiple systems
• A strong interest in fixed income markets and institutional trading.

Desired

• Excellent communication skills and a collaborative mindset.
• Analytical thinking and sound problem-solving abilities.
• The ability to stay organized and composed in a fast-moving environment.
• Comfort with Microsoft Office (especially Excel); experience with Salesforce, Bloomberg, or market data tools is a plus.

Job Band & Level: Professional 5

$75,000-$80,000

Not The Perfect Fit?

Concerned that you may not meet the criteria precisely? At TP ICAP, we wholeheartedly believe in fostering inclusivity and cultivating a work environment where everyone can flourish, regardless of your personal or professional background. If you are enthusiastic about this role but find that your experience doesn't align perfectly with every aspect of the job description, we strongly encourage you to apply. You may be the ideal candidate for this position or another opportunity within our organization. Our dedicated Talent Acquisition team is here to assist you in recognizing how your unique skills and abilities can be a valuable contribution. Don't hesitate to take the leap and explore the possibilities. Your potential is what truly matters to us.

Company Statement

We know that the best innovation happens when diverse people with different perspectives and skills work together in an inclusive atmosphere. That's why we're building a culture where everyone plays a part in making people feel welcome, ready and willing to contribute. TP ICAP Accord - our Employee Network - is a central to this. As well as representing specific groups, TP ICAP Accord helps increase awareness, collaboration, shares best practice, and holds our firm to account for driving continuous cultural improvement.

Location

USA - 200 Vesey Street - New York, NY