Service Management Analyst

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila.

If you are seeking a fast-paced and entrepreneurial environment where you ll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

AFS has received a number of prestigious industry awards, including:

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

Be part of a fast-paced team focused on enhancing relationships and building customer loyalty. Apex Fintech Solutions  Client Experience team is seeking a Service Management Analyst who is empowered to build strong, trust-based relationships with our clients, challenge the status quo, create innovative solutions to traditional problems, help us streamline and automate manual processes, and to be a change-agent for the firm.

Learn the financial industry while providing high-quality services to Brokerage firms, Registered Investment Advisors, and End Investors.

The Service Management Analyst will focus on ensuring high-quality, efficient service delivery and customer satisfaction. Key responsibilities include overseeing service operations, managing service staff, establishing and enforcing service standards, analyzing performance metrics, resolving customer issues, collaborating with other departments, and ensuring regulatory compliance. The role requires strong leadership, communication, problem-solving, and analytical skills to align service operations with business objectives and foster long-term client relationships.

You will be providing world-class customer service to firms, and certain end investors. You will be taught a broad range of transferable product, technology, and systems skills, which will enable you to think critically about how we can improve our suite of offerings. You will provide outstanding service through telephone and electronic interactions. You will also make a meaningful impact through your inclusion in strategic initiatives and cross-company projects.

You will support service questions, operational inquiries, and internal team members.

• Serve as the primary point of contact for clients.
• Manage partner firm and end investor escalations, ensuring timely and effective resolution.
• Support inquiries related to Operations, collaborating with internal teams to address customer queries and resolve issues.
• Create and maintain system documentation to ensure clarity and consistency in processes.
• Strictly adhere to established procedures and security controls to safeguard customer information and assets.
• Maintain ownership of key supervisory checklists, ensuring adherence to compliance requirements and operational standards.
• Support business process improvement initiatives and ad hoc projects.

• Bachelor s degree in business, finance, or a related field or equivalent work experience
• 3+ years of experience in client services, relationship management, or a similar role within the financial services industry
• FINRA Series 7 License required (or willingness to obtain within 90 days of hire)

• Must be a self-starter, flexible, innovative, and adaptive
• Strong interpersonal skills with the ability to work collaboratively and with people at all levels of the organization
• Ability to work both collaboratively and independently; ability to navigate a complex organization
• Advanced analytical skills
• Excellent project…