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Senior Analyst, Client Onboarding
18 days ago
Full time role
Remote · Salt Lake City, UT, US
Xpansiv®, a trailblazer in the energy and environmental commodities market, operates the integrated, open, and neutral market platform designed to accelerate the global energy transition. Xpansiv provides thousands of market participants and intermediaries with access to the widest possible range of energy transition markets, through its suite of solutions, including the world’s largest environmental commodities trading platform, where billions of assets cross per year. Xpansiv’s end-to-end technology platform services the entire life cycle of environmental commodities, connecting diverse markets and market participants across the world and enabling stakeholders to deliver transparent and trusted environmental claims to address the growing demand for energy transition. Leveraging its extensive industry knowledge and proven technology portfolio, Xpansiv assists companies seeking to identify and mitigate risk, streamline the management of their environmental assets, and comply with regulations, caps and commitments.
Job Summary
Xpansiv is seeking an individual with experience delivering customer success, client service, or customer support to join its Client Onboarding team. As a Senior Analyst in the Client Onboarding team, you will support the delivery and configuration of Xpansiv suite of products and services. You will also be a point of contact for customer support inquiries, onboarding due diligence, and general knowledge of Xpansiv solutions. Candidates must be driven to deliver exceptional service that exceeds expectations and passionate about creating strong relationships that build trust and empathy at every organizational level. Candidates must also possess an eye for detail and the ability to operate independently when resolving inquiries in a dynamic, customer-focused environment.
Key Responsibilities
- Deliver exceptional customer support to Xpansiv customers, resolving inquiries related to the company’s suite of energy transition services and solutions.
- Conduct onboarding and Know Your Customer (KYC) processes in accordance with Xpansiv policies and procedures and industry best practices.
- Drive customer setup and account configuration activities across proprietary Xpansiv solutions and related systems for new customers.
- Develop, document, and maintain detailed operational guidelines and procedures. Enforce Xpansiv data integrity programs by maintaining complete and accurate customer details within the company’s suite of energy transition solutions.
- Communicate with thorough transparency to Sales and Account Management stakeholders on delivery updates, customer feedback, and sales inquiries.
- Escalate customer issues and critical incidents to Xpansiv operational leads as needed
Required
- Bachelors degree from an accredited institution required, advanced degree preferred.
- 3+ years of service delivery, customer success, client service, or customer support experience, preferably in financial service industry verticals such as wealth management, banking, or capital markets. Commodities experience a plus!
- Strong critical reasoning and problem-solving capabilities demonstrated through exceptional service and superb attention to detail.
- Ability to manage multiple clients at different stages of onboarding simultaneously and prioritize tasks accordingly.
- Excellent emotional intelligence and strong communication skills with the ability to empathically modulate styles across modalities and stakeholders.
- Ability to troubleshoot issues and help clients navigate potential challenges during the onboarding process.
- Self starter with excellent prioritization and organizational skills who brings ideas to the table and has a proven track-record at continuously improving workflows and processes.
- Thrives in a growing/dynamic environment, embraces change and wants to be at the center of growing our organization. Outstanding demonstration of commitment to Xpansiv’s core values of integrity, diversity, and inclusion that builds trusted relationships while exceeding our global customer and employee expectation
Preferred Skills
- Prior experience or knowledge of AML/KYC concepts and best practices in financially regulated environments; exceptional candidates possess certifications by accredited organizations.
- Commercial acumen and an entrepreneurial mindset who thrives on developing and implementing new ideas that increase value to Xpansiv and its customers.
- Experience in the Commodities/Environmental Commodities sector either at a merchant, bank, fund or asset manager
- Experience using SalesForce and other project management tools
What can you expect throughout the interview process:
Step 1- Shortlisting of resume & Recruiter screening
Step 2- "Get to know you" interview with the hiring manager
Step 3- Meeting with the Platform Ops team
Step 4- Interview with the SVP- Platform Ops
Base Salary
Compensation for this role will vary among specific regions due to geographic differentials in the labor market, actual pay will be determined considering factors such as relevant skills and experience, knowledge, education and training. However, compensation for this role is expected to be as follows:
$70,000 -$80,000
Here at Xpansiv, we cultivate diversity, celebrate individuality, and believe unique perspectives are key to our collective success in building trust and transparency in global efforts toward net-zero future. Xpansiv is committed to equal employment opportunity regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, protected veteran status, or any status protected by applicable federal, state, or local law.
Note to Recruiters: Xpansiv does not accept unsolicited resumes or referrals from placement agencies, staffing vendors or other external parties seeking recruiting fees without a signed formal agreement.
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