Client Service Associate

Client Service Associate UK based

Summary of Position

As a Client Services Associate, you’ll play a key role in supporting our clients’ day-to-day needs, working alongside the wider Client Services, Client Onboarding, Application Support and Business Development teams to deliver responsive, high-quality service.

What makes this opportunity special:

• Direct exposure to tier-1 financial institutions globally

• Comprehensive training in securities finance and fintech innovation

• Collaborative culture with clear pathways for development

Duties & Responsibilities

Deliver Client Outcomes

• Ensure allocated client requests are correctly categorised, assigned the right severity, and resolved within appropriate SLAs

• Work with clients in real-time via telephone or video call to resolve service requests

• Ensure requests are completed with the fewest passes between teams and client, minimising unnecessary handoffs

• Keep internal stakeholders updated on the status and progress of client issues

• Monitor support queues and contribute to seamless coverage across time zones

Drive Efficiency & Effectiveness

• Test enhanced service processes and provide constructive feedback to improve workflows

• Communicate process issues and improvement opportunities to the Client Services Lead

• Contribute to Pirum's global 24x5 support model, providing coverage within your regional shift and ensuring smooth handovers across time zones

• Contribute to data reconciliation and quality assurance activities

Build Client Relationships

• Build and maintain positive working relationships with clients

• Host training sessions for clients across a variety of Pirum products

• Attend client meetings and calls, supporting senior team members as required

Develop Subject Matter Expertise

• Build a solid working knowledge of Pirum's product set, administration tools and internal processes

• Build familiarity with a variety of vendor platforms, product types, and lender and borrower client workflows

• Coach and teach others on the most common basic process concepts and solutions

• Contribute to internal training materials and knowledge base content

Skills, Knowledge & Attributes

Essential Experience

• Client-focused mindset: Experience or demonstrable interest in client-facing roles within financial services or fintech

• Securities finance awareness: Foundational understanding of lending, borrowing and settlement processes, or a strong willingness to learn

• Technical aptitude: Competent Excel skills and the ability to learn proprietary configuration tools

• Communication skills: Ability to explain concepts clearly and work effectively with both clients and internal teams

Personal Qualities

• Detail-oriented: Comfortable managing multiple requests and meeting SLA deadlines

• Proactive problem-solver: Willing to investigate issues and escalate appropriately

• Team player: Works well within a team environment while able to manage individual workload

• Eager learner: Curious about fintech and motivated to build securities finance knowledge

Strong candidates may have:

• Prior exposure to Pirum products or similar fintech platforms

• Background in operations, middle office, trade support, or client service

• Understanding of SFTR regulatory reporting requirement

About us

Established in 2000, Pirum is a dynamic Fintech that provides a comprehensive set of SaaS based automation solutions facilitating pre-/post-trade processing, regulatory reporting and collateral management for the global securities finance industry. Pirum’s client base includes most of the top-tier financial institutions worldwide and the business is as recognised for its innovative solutions as it is for providing best-in-class customer service.

Headquartered in London, and with offices also in New York, Pirum is currently co-owned by two PE firms – Bowmark Capital (since 2019) and Hg Capital (since 2021/22). Under Bowmark’s and Hg’s ownership, Pirum has pursued an ambitious agenda of organic growth, with the investors’ financial services technology credentials and international footprints enabling Pirum to continue its global expansion and investment in additional innovations.

Pirum offers the opportunity to work inside a growing, collaborative and entrepreneurial company. Our skilled professionals act with integrity and deliver to the highest standards. We operate as a meritocracy where good work is recognised and rewarded, and a healthy work-life balance is supported. We are committed to sustainability initiatives and the promotion and pursuit of a diversity and inclusion.

Equal Opportunities Statement

Pirum is an Equal Opportunities employer. We see diversity as integral to our success as a company and are committed to providing an inclusive, mutually respectful workplace that is free of discrimination and harassment.

We believe in recognising our people based on merit and ability alone and do not discriminate, or tolerate discrimination, whether on the basis of race (including colour, nationality, ethnic or national origins), sex, sexual orientation, age, disability, gender reassignment, marriage and civil partnership status, pregnancy/maternity, religion or belief.

We uphold this policy in all aspects of employment, including recruitment, promotion, transfer, training, benefits and compensation.

Candidate Privacy Notice

We are committed to protecting the privacy and security of your personal information. Please read our Candidate Privacy Notice (available on our website) before applying for any role with us. There, we explain how and why we collect your personal data, including how it is processed and shared as part of our recruitment process.

Agencies

To protect the interests of all parties, Pirum will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Pirum, including unsolicited resumes sent to a Pirum mailing address, fax machine or email address, or directly to Pirum employees, will be considered Pirum property. Pirum will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

*Employee Referral Program terms and conditions apply