Customer Support – Global Operations and Business Services
Associate II - Business Analysis
Who We Are:
Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.
UST is a mission-driven group of 29,000+ practical problem solvers and creative thinkers in more than 30 countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.
With us, you’ll create a boundless impact that transforms your career—and the lives of people across the world.
Visit us at UST.com.
You Are:
UST is searching for a someone to work on a new project at our client- one of the largest financial institutions in Canada. You would be someone who is an effective communicator, can be customer facing and be able to problem solve.
The candidate will support the team with outreach efforts, management of remediation data and reporting to internal stakeholders. They will also support incoming queries and be available to support customer issues. This role will involve contact with front office stakeholders, clients and work closely with the project teams to ensure that complete and accurate data has been collected in line with requirements.
The opportunity:
Hybrid: In office/remote
Engage directly with external clients via phone through the portal's help desk line and via email, most frequently troubleshooting access and permissions issues.
· Approve daily access requests for client portal.
· Manage email mailbox, responding, organizing, and escalating requests that have not been investigated or require troubleshooting.
· Troubleshoot issues with access permissions.
· Proactively work with Technology Services
· Work with the Front Office and internal stakeholders daily to understand the client.
· Build and maintain strong relationships with internal stakeholders.
· Maintain client status updates in the database to track and monitor workflow.
· Escalate and manage client issues proactively and in a timely manner.
This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
What you need:
· Undergraduate degree or college diploma
· Excellent communication and presentation skills
· Understanding of Financial Markets and trading products
· Familiarity and comfort with application administration
· Basic understanding of access permissions and provisioning.
· Demonstrates time management skills and commitment to delivering results within aggressive timelines and ability to support global desks.
· High degree of intellectual curiosity, passion, and self-motivation
· Ability to work independently and within a team environment experience.
· Ability to work within a diverse, global workforce that is client service oriented.
· Ability to understand and find appropriate applications for data and analysis results.
· Meticulous attention to detail and due diligence
· Sound understanding of risk processes and methodologies.
· Demonstrates a high aptitude in time management
· Design, creativity, and problem-solving skills
· Fast learner who is dedicated to continuously improving their skills and expertise.
· Strong OUTLOOK/EXCEL/POWERPOINT skills
Nice to have:
· Working knowledge of programming tools, such as Alteryx, Python and UiPath is a plus.
· Working knowledge of ServiceNow and automation is considered an asset.
· Understanding of Financial Markets and trading products
· 4 years of working experience in either buy side firms or Capital Markets industry preferred b ut not required
Please note that you may be required to work rotating shifts between the hours of 7:00am EST and 7:00pm EST and may also be required to work certain Canadian holidays.
Compensation can differ depending on factors including but not limited to the specific office location, role, skill set, education, and level of experience. UST provides a reasonable range of compensation for roles that may be hired in various U.S. markets as set forth below.
Role Location: Ontario
Compensation Range: $74,000-$90,000
Benefits
Full-time, regular employees accrue a minimum of 10 days of paid vacation per year, receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year), paid holidays, and are eligible for paid bereavement leave and jury duty. They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.
Full-time temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year). They and their dependents residing in Canada are eligible for Supplemental Healthcare coverage, as well as Company-paid Employee Only basic life insurance and accidental death and dismemberment coverage.
Part-time regular and temporary employees receive 6 days of paid sick leave each year (pro-rated for new hires throughout the year).
All Canadian employees who work in a province, territory or locality with more generous paid sick leave benefits than specified here will receive the benefit of those sick leave laws.
What we believe:
We proudly embrace the values that have shaped UST since day one. We build our culture of Humility, Humanity, and Integrity. These values inspire us to nurture a people-first, human centric culture that fosters diversity, prioritizes sustainable solutions, and keeps our people and clients at the forefront of all decisions.
Humility:
We will listen, learn, be empathetic and help selflessly in our interactions with everyone.
Humanity:
Through business, we will better the lives of those less fortunate than ourselves.
Integrity:
We honor our commitments and act with responsibility in all our relationships.
An Equal Opportunity Workplace, Free of Discrimination and Harassment
At UST, we strive to provide a work environment free of discrimination and harassment. We are an equal opportunity employer and employment decisions are based on merit and business needs. Our Human Rights Policy further illustrates our stand on this. We are committed to following fair employment practices that provide equal opportunities to all employees. We do not discriminate or allow harassment on the basis of race, color, religion, disability, gender, national origin, sexual orientation, gender identity, gender expression, age, genetic information, military status, or any other legally protected status. At UST, we value diversity and believe that a diverse workplace builds a competitive advantage.
Un lieu de travail à égalité des chances, sans Discrimination et harcèlement
Chez UST, nous nous efforçons de fournir un environnement de travail exempt de discrimination et harcèlement. Nous sommes un employeur garantissant l'égalité des chances et des décisions en matière d'emploi sont basés sur le mérite et les besoins de l'entreprise. Notre politique en matière de droits de l'homme illustre notre position à ce sujet. Nous nous engageons à respecter un emploi équitable des pratiques qui offrent des chances égales à tous les employés. Nous ne faisons pas discriminer ou permettre le harcèlement sur la base de la race, de la couleur, de la religion, du handicap, genre, origine nationale, orientation sexuelle, identité de genre, expression de genre, âge, informations génétiques, statut militaire ou tout autre statut légalement protégé. Chez UST, nous valorisons la diversité et pensons qu'un lieu de travail diversifié crée un avantage compétitif.
UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.
#UST
#LI-SP4