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Handle inbound/outbound customer contacts to resolve routine product/service issues, meet KPI targets, document interactions in tracking systems, offer additional products/services, and participate in initiatives to improve customer satisfaction.

Process and ensure accurate, timely margin calls and money market reconciliations; investigate and resolve accounting and wire issues; escalate operational risks; maintain client/custodian relationships; document procedures and train new team members to mitigate settlement risk within Prime Brokerage.

Process daily collateral agreements for derivatives, securities lending, and repos; manage bilateral exposure and collateral bookings; handle recalls/returns, reconcile Nostro/Depot breaks, resolve settlement issues, and collaborate with trading and sales to mitigate counterparty risk and maintain compliance.

Process and release domestic and cross-border wire payments for Prime Brokerage, investigate and resolve nostro breaks and discrepancies, liaise with internal teams and agents, escalate issues, and perform reconciliation and error investigation to ensure timely, compliant payment operations.

Execute and reconcile daily US and Mexican bond and repo settlements, monitor and resolve failed trades, investigate discrepancies, process cash movements, clear breaks, and collaborate with custodians, internal teams, and clients using systems like APEX, ICI, and Calypso.

Provide inbound/outbound customer support via phone or internet, resolve routine product/service issues, document interactions in call-tracking systems, maintain product knowledge, follow procedures and KPIs, assist with upsells, and participate in initiatives to improve customer satisfaction.

Define enterprise architecture patterns and standards for AI/LLM-enabled applications. Lead design decisions, establish security and governance guardrails, guide RAG/vector search and orchestration strategies, partner with engineering and data teams, scale prototypes to production, and mentor architects and senior engineers.

Manage and coach team leaders to meet client SLAs and financial targets. Oversee staffing, performance management, reporting, client relationships, process improvements, and cross-functional collaboration with HR, Training, Quality, WFM and Talent Acquisition.

Manage prospect pipeline via inbound/outbound outreach, qualify leads, research accounts, collaborate with account executives, schedule demos, track activity in CRM, use AI and market data to prioritize outreach, and meet monthly and quarterly pipeline generation targets.

Lead complex enterprise sales from qualification to close, originating and shaping high-value B2B CX and tech-enabled solutions. Build C-level relationships, coordinate virtual pursuit teams, develop win strategies, negotiate deals, and report sales performance while collaborating with portfolio and practice leaders.