Senior Specialist, Client Support

Grade Level (for internal use): 08 The Role: Senior Specialist, Client Support Shift Time: 12pm-9pm with a potential rotation of 2pm-11pm.

As our Client Support team expands, you will play a pivotal role in sustaining our momentum. Join a team of innovators dedicated to problem-solving and delivering unparalleled customer experiences in a dynamic environment. Together, we serve our diverse global clientele with excellence. Our management is committed to fostering a workplace that nurtures the growth and potential of our colleagues. The Impact: As a leading force in transaction reporting worldwide, Cappitech has been delivering regulatory technology solutions for over twenty years. Our cloud-based, cross-regulation Software as a Service (SaaS) platform empowers banks, brokers, hedge funds, asset managers, insurance companies, and corporates to meet global regulatory standards seamlessly. With a diverse workforce representing our global clientele, we embody S&P Global values of inclusivity, collaboration, and integrity. What’s in it for you: Global Nature of the Role : Collaborate with diverse teams across multiple regions to resolve client queries, gaining global insights and understanding of derivative markets, regulations, and practices. Impactful Contribution : This role requires a mix of strategic thinking, hands-on team management, and interpersonal skills to effectively lead and support the team. Play a key role in providing excellent customer experience that directly influence business outcomes and shape the future direction of the product. Exposure to Industry Experts : Work closely with industry experts, decision-makers, and thought leaders, offering a unique opportunity to build valuable product. Roles and Responsibilities: Addressing customer inquiries and requests promptly and efficiently, ensuring resolution within specified timelines. Assisting clients in comprehending the functionality of the solution and resolving reporting challenges. Collaborating with product, application support and development teams to identify and rectify bugs and issues, and testing implemented fixes. Timely escalation of issues and ensuring proper follow-up until resolution. Supporting validation or User Acceptance Testing (UAT) for issue resolution. Contributing to client-specific projects as required. Conducting Root Cause Analysis to identify the source of data inconsistencies. Troubleshooting client queries and issues by reviewing data in various formats such as Excel files, JSON, XML, FPML messages, and comparing them against mapping sheets, technical specifications, and business requirements to resolve issues or identify system bugs. What We’re Looking For: Possession of a bachelor’s or master’s degree in business administration, technology, or a related field. Completion of any financial certifications such as FRM or CFA would be a plus. Proficiency in Excel, SQL, and understanding of an API. Demonstrated experience in financial markets or fintech. Understanding of the trade lifecycle across major financial asset classes including securities finance, exchange-traded, and OTC derivatives. Familiarity with financial markets and Regulatory Reporting Regimes (SFTR/MiFID/EMIR/ASIC/MAS/JFSA/CFTC). Ability to comprehend technical concepts. Critical thinking and problem solving skills Competence in querying and extracting data from databases. Knowledge of other vendor systems like ANNA, Reuters etc. is advantageous. About S&P Global Market Intelligence At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction. For more information, visit www.spglobal.com/marketintelligence . What’s In It For You?

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