Service Management Analyst

About this Role The Service Management Analyst will focus on ensuring high-quality, efficient service delivery and customer satisfaction for the Client Experience team. The role involves building strong, trust-based relationships with clients and providing world‑class customer service to Brokerage firms, Registered Investment Advisors, and End Investors, while implementing and improving service processes. Key Responsibilities Oversee service operations, manage service staff, and establish and enforce service standards. Analyze performance metrics, resolve customer issues, and collaborate with other departments. Serve as the primary point of contact for clients and manage partner firm and end investor escalations, ensuring timely and effective resolution. Support inquiries related to Operations and work collaboratively with internal teams to address customer queries. Create and maintain system documentation to ensure clarity and consistency in processes. Strictly adhere to established procedures and security controls to safeguard customer information and assets. Maintain ownership of key supervisory checklists to ensure adherence to compliance requirements and operational standards. Support business process improvement initiatives and ad‑hoc projects. Education and/or Experience Bachelor's degree in business, finance, or a related field, or equivalent work experience. Minimum 3+ years of experience in client services, relationship management, or a similar role within the financial services industry. FINRA Series 7 license required (or willingness to obtain within 90 days of hire). Required Skills & Abilities Self‑starter with strong leadership, communication, problem‑solving, and analytical skills. Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization. Ability to navigate a complex organization, both collaboratively and independently. Advanced analytical skills and excellent project management and organizational skills, with the capability to handle multiple projects simultaneously. Proficiency in Microsoft 365. Work Environment This job operates in a hybrid, office environment with 3 days per week in the office. Benefits / Rewards We offer a robust package of employee perks and benefits, including healthcare (medical, dental, vision and EAP), competitive PTO, 401(k) match, parental leave, HSA contribution match, a paid subscription to the Calm app, generous external learning and tuition reimbursement benefits, and a flexible hybrid work schedule. EEO Statement Apex Fintech Solutions is an equal opportunity employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy, sexual orientation and gender identity), national origin, age, disability, veteran status, marital status or any other protected characteristic. Our hiring practices ensure that all qualified applicants receive fair consideration without regard to these characteristics. Disability Statement Apex Fintech Solutions is committed to creating an inclusive and accessible workplace for all candidates, including those with disabilities. We are dedicated to ensuring equal employment opportunities and providing reasonable accommodations to qualified individuals with disabilities. If you require reasonable accommodations to participate in the application or interview process, please submit your request via the Candidate Accommodation Requests Form. #J-18808-Ljbffr