Prime Client Services Senior Analyst | Enterprise Managed Services

PwC Poland's Enterprise Managed Services (EMS) is expanding, supporting and transforming domestic and international client operations. This role involves enhancing operations through best practices, streamlining processes, and integrating technological solutions. The Prime Client Services Senior Analyst will join a global 24/7 team, providing client service support to institutional clients via phone, email, and video calls. Responsibilities include executing complex client account management workflows and engaging with cross-functional teams like Engineering and Compliance to meet client needs.

Must Have

• Serve as a key member of our global 24/7 operating team, balancing product expertise and client management skills.
• Provide client service support to global institutional clients through phone, email and video calls.
• Understand and execute complex client account management workflows (user provisioning, fiat, billing, audit, reporting, wallet management).
• Engage with institutional cross-functional teams (Engineering, Compliance, Operations).
• University degree in Finance, Business, or related field.
• 4+ years of experience in institutional client service with direct client contact.
• Strong proficiency in English (verbal and written).
• Experience with high priority or institutional clients, compliance, trading, product support, payments, fraud, or other relevant client service/operational domains.
• Proficiency in Salesforce case management.
• Experience with various client support channels (voice, e-mail, chat).
• Understanding of cryptocurrency, global financial markets, and complex trading platforms.
• Strong communication skills, flexibility, and adaptability.

Good to Have

• Proficiency in German, or French, or Italian (verbal and written).
• Experience in traditional financial institutional support or crypto company client support.

Perks & Benefits

• Work flexibility (hybrid working model, flexible start, workation, sabbatical leave).
• Development and upskilling (onboarding support, mentoring, training, workshops, co-financed certifications, conversations with native speaker).
• Wide medical and well-being program (medical care package, physiotherapy, dental discounts, coaching, mindfulness, psychological support, webinars, financial/legal advice).
• Possibility to create individual benefits package (lunch pass, insurance, concierge, veterinary package, cafeteria access, IT equipment/car purchase discounts).
• 3 paid hours for volunteering per month.
• Additional paid Birthday Day off.
• Referral program for friends.

Job Description & Summary

Enterprise Managed Services (EMS) in PwC Poland is rapidly expanding as part of the Managed Services Operations. You can play an important role in supporting and transforming the operations of our domestic and international Clients. We continuously enhance our operations by applying best practices, streamlining processes, and integrating cutting-edge technological solutions for our customers. Join us in shaping and transforming operations for our domestic and international clients, as we delve into diverse, complex projects and collaborate closely with expert consulting teams to provide comprehensive finance services, including accounting and reporting, tax as well as financial planning & analysis, across various sectors in the region.

We are looking for:

Prime Client Services Senior Analyst

Your future role:

• Serve as a key member of our global 24/7 operating team, balancing product expertise and client management skills,
• Provide client service support to global institutional clients through phone, email and video calls in an articulate and insightful manner,
• Understand and execute complex client account management workflows, such as user provisioning, fiat, billing, audit, reporting and wallet management,
• Engage with a variety of institutional cross-functional teams, such as Engineering, Compliance and other Operations teams to exceed client needs.

Apply if you have:

• University degree in Finance, Business, or related field,
• 4+ years of experience in institutional client service role with direct contact with institutional clients,
• Strong Proficiency in English allowing for fluent communication both verbal and written,
• Experience with high priority or institutional clients, compliance, trading, product support, payments, fraud, and/or other relevant client service or operational domains,
• Proficiency in Salesforce case management,
• Experience with various channels of client support, including voice, e-mail and chat,
• Understanding of cryptocurrency, global financial markets, and complex trading platforms,
• Strong communication skills, flexibility, and adaptability.

Nice to have:

• Proficiency in German, or French, or Italian allowing for fluent communication both verbal and written,
• Experience in traditional financial institutional support or crypto company client support.

By joining us you gain:

• Work flexibility – hybrid working model (min. 2 days in the office per week), flexible start of the day, workation, sabbatical leave,
• Development and upskilling - our full support during onboarding process, mentoring from experienced colleagues, training sessions, workshops, certification co/financed by PwC and conversations with native speaker,
• Wide medical and well-being program - a medical care package (incl. physiotherapy, discounts on dental care), coaching, mindfulness sessions, psychological support, education through dedicated webinars and workshops, financial and legal advice,
• Possibility to create your individual benefits package (a.o. lunch pass, insurance packages, concierge, veterinary package for a pet, massages) and access to a cafeteria - vouchers, discounts on IT equipment and car purchase,
• 3 paid hours for volunteering per month,
• Additional paid Birthday Day off,
• And when you start enjoying PwC as much as we do, you may recommend your friend to work with us.

Recruitment process:

• Submit your resume,
• Have a short phone conversation with our Recruiter,
• Let's get to know each other better during two rounds of interviews.

Should you have any questions, please do not hesitate to reach out to us: plmsocareer@pwc.com

Please note that this email is not designated for application submissions.

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