Customer Services Coordinator

Overview

The Member Services team is part of the wider FIA Commercial team. Member Services’primary function is to provide first-line support to FIA member firms and to the broader cleared derivatives industry. The team manages and directs most external queries. Secondly, the team provides support for FIA’sstrategic member growth, retention, and engagement goals. Additionally, Member Services contributes to internal processes across the Finance, Events, Marketing and Advocacy teams. Member Services is a global team with individuals in both the London and Washington DC offices.

Customer-facing role in the Member Services team.

Provides external support to FIA’s global membership & broader industry stakeholders. Responsibilities also include collaboratingwith internal teams to ensure accurate and timely outputs.

Responsibilities include, but are not limited to:

• First line of support for external queries, via in-person, phone & email channels.Resolving customer issues in a timely and professional manner.

• Providing information on FIA’s services to customers.

• Onboarding of new members and engaging proactively with current members.

• Working with FIA’s data repositories, including data updating and management, and creation and editing of reports for internal and external usage.

• Collaborating with internal teams, including the Finance, Events, Marketing and Advocacy functions.

• Working on-site at member events as required.

Requirements:

• Minimum of three years in a customer service or customer-facing role.

• Ability to present confidently to stakeholders with eexcellent communication skills.

• Exercises judgement, tact, and diplomacy during interactions with members.

• Ability to work under pressure, taking on multiple projects at a time

• Organised and meticulous, with ability to maintainaccurate data and documentation.

• MS Office expertise, particularly with Excel

• CRM experience preferred.

• Financial services background preferred.

• Positive, pro-active, and flexible team player. Professional, personable, and diplomatic demeanor

Reporting line: Reporting to Director of Member Services

Location: Based in FIA’s London office. FIA operates a hybrid working environment, with three days/week in-person.