Client Services Representative at ICAP in New York

Summary: TP ICAP is a world leading provider of market infrastructure, seeking a Client Services Representative to enhance the client experience. This role involves managing client inquiries and operational requests while ensuring a high-quality service delivery through effective coordination across various teams. 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 optimise 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 Required Qualifications: - 1–3 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 Preferred Qualifications: - 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 Required Skills: Client services, Operations, Trading support, Financial services, Fixed income markets, Institutional trading, Microsoft Excel, Salesforce, Bloomberg, Market data tools, Analytical thinking, Sound judgment