Fixed Income Support Specialist

This is a critical role providing operational support to external and internal users of Perpetual's Fixed Income platform. It requires a skilled and motivated individual with experience in fixed income products.

• Triage incidents or support requests from clients: Replicate issues, categorize impact and urgency, and engage resolvers to ensure timely resolution.
• Fulfil client support requests: Handle transaction adjustments, user access requests, and address client requests promptly and effectively.
• Investigate transaction anomalies: Perform thorough investigation, provide solutions to clients, or collaborate with the Business Analysts team to define detailed issue resolution strategies.
• Respond to client queries: Provide clear guidance on the usage of the Fixed Income system, ensuring clients understand its functionalities and features.
• Conduct system training sessions: Organize training for new users and refresher courses for existing users to help them maximize the benefits of the Fixed Income system.
• Develop support documentation: Create comprehensive support materials, including FAQs, user guides, and troubleshooting documents to assist clients in resolving common issues independently.
• Monitor system performance: Regularly check the performance of the Fixed Income system, identify potential issues, and work proactively to prevent disruptions.
• Collaborate with cross-functional teams: Work closely with Digital Engineering, Consulting Team, and other relevant teams to resolve incidents, fulfill service requests, and enhance the overall client experience.
• Provide feedback for system improvements: Collect client feedback and work with the development team to suggest enhancements, ensuring the system evolves to meet client needs.

• Bachelor's degree in finance, economics, or accounting (related degrees and/or industry experience will also be considered)
• Knowledge and experience working on fixed income products: A solid understanding of fixed income securities and their market dynamics is essential.
• Good understanding of financial regulations and standards in managing and trading fixed income securities: Familiarity with regulatory environment and compliance standards governing fixed income markets ensures adherence to legal and ethical standards
• Strong analytical and problem-solving skills: The ability to dissect complex financial data, identify trends, and solve issues efficiently is crucial. This includes proficiency in using analytical tools and software.
• Excellent communication and collaboration skills: Effective verbal and written communication with clients, team members, and stakeholders at different levels, coupled with the ability to work harmoniously in a team environment, is necessary for success in this role.
• Client support experience: Previous experience in a client-facing role, particularly within a financial services context, helps in understanding client needs and delivering optimal service solutions.
• Attention to detail: Meticulous attention to detail is vital for ensuring accuracy in transaction processing, issue resolution, and documentation.
• Ability to work under pressure: The capacity to maintain composure and productivity under tight deadlines or during high-stress situations is important.
• Proficiency in financial software and tools: Experience with industry-standard software and analytical tools used in fixed income markets enhances operational efficiency.
• Continuous learning mindset: A willingness to keep up to date with industry trends, market developments, and new technologies that impact fixed income markets.