OPEN ROLES

The Customer Service Specialist is responsible for handling questions, comments, and complaints regarding the company's products or services. Under moderate supervision, this job is the first line of support to resolve routine customer issues. The Customer Service Specialist is responsible for providing a positive customer experience and enhancing relationships between customers and the company.

Key Responsibilities and Duties

• Answers inbound customer service calls and provides entry-level troubleshooting and resolution to routine customer issues.
• Provides outstanding customer service to ensure service levels are achieved and exceeded.
• Responds to a high volume of low complexity general inquiries (e.g., general product and pricing information, billing issues, etc.).
• Provides responses to customer inquiries based on pre-determined scripts and other response guidance tools.
• Refers customers to published materials, secondary sources, or more senior staff.
• Documents customer feedback and complaints.

Responsibilities:

• Lead a team of Reinsurance Accountants, including training of new staff
• Responsible for reviewing facultative recoverable for timeliness and accuracy
• Preparation of complex facultative recoverable invoices to pursue collections of losses
• Reconciliations
• Handle cash calls and communicate with multiple brokers and companies
• Prepare required financial, regulatory and management reports
• Participate in process development and improvement projects
• Collaborate with Management to confirm accuracy of financial transactions
• Participate and actively engage in the development of new reinsurance processes and systems

Qualifications

• 5-7 years of facultative reinsurance accounting experience, processing accounts rendering and settlements
• Knowledge of Treaty Processing and Accounts Rendering
• Good communication skills
• Organizational skills a must
• Experience in managing a small staff
• Willing to mentor, champion, and coach team members to maintain a positive and productive environment
• Good analytical and PC skills

Responsibilities:

• Review detailed reports received from brokers to determine if ceded premiums match the facultative certificates
• Act as a liaison between brokers, operations, and underwriting teams to resolve issues
• Manage offshore staff supervising the fac payable process
• Prepare disbursements to brokers/reinsurers as well as allocate cash in Ri Pro

Qualifications:

• Bachelor's degree
• Strong facultative reinsurance background beneficial
• Strong communication skills in order to work well with other departments, profit centers and the reinsurance market
• Ability to multi-task
• Ri Pro knowledge beneficial, but not required
• 2-3 years of reinsurance accounting experience
• Advanced knowledge of Microsoft Office products, especially Excel
• Self-starter who can work both independently and in a team setting
• Ability to meet deadlines and prioritize workload
• Strong collaboration skills with an emphasis on teamwork

Responsibilities:

• Preparation of ceded treaty and facultative reinsurance accounts
• Reconciliations between multiple offices of ceded and assumed reinsurance transactions
• Cash Calls
• Prepare required financial, regulatory and management reports
• Participate in process development and improvement projects
• Collaborate with Management to confirm accuracy of financial transactions
• Foreign currency and exchange rate gains or losses
• Help develop procedures and controls within a new line of business

Qualifications:

• 5-7 years of experience with Treaty and facultative account processing, settling cash, pursuing unsettled balances
• Must work well, communicating with Brokers, coworkers and worldwide offices
• Advanced knowledge of Microsoft Office products, especially Excel, required
• Strong written and verbal communication skills
• Strong collaboration skills with an emphasis on teamwork
• Self-starter who is able to work both independently and in a team setting
• Ability to multi-task, meet deadlines and prioritize workload

The HR Risk and Control organization is responsible for establishing frameworks with respect to both the identification and management of human capital risk, as well as organizational control and compliance strategies and programs.

The Global HR Risk Assessment Officer role will assist on Client Board (FRB) and Office of the Comptroller of the Currency (OCC) consent orders initiatives, help execute the go-forward state and sustainably embed solutions focused on the Manager's Control Assessment (MCA) Program. This role requires a high degree of focus, ability to execute, attention to detail and change management skills as this individual will play a critical role in partnering directly with the HR Functions undergoing the highest degree of change.

Responsibilities:
• Utilize a high-touch approach to partnering with HR stakeholders on the execution of the MCA program under the Consent Order-related deliverables.
• Support the MCA Architect Team lead and liaise with Architect delegates and business MCA teams to ensure consistent implementation of the MCA Standard and Procedures.
• Perform and deliver risk assessment results, including business metrics that provide line of sight to business control performance.
• Analyze results to provide trending and feedback loop for management oversight, applicable "deep dives” and input to change management of MCA processes.
• Partner with risk officers for driving identification and mitigation of significant operational breaks, identification of root cause, providing recommendations for future prevention; providing governance to ensure remediation and improvements.
• Partner with Independent ORM, Risk, Compliance, Audit and Legal to identify and mitigate cross function risks.
• Possess subject matter expertise to focus on a standardized approach across the inventory.
• Work with the architect delegates to help business groups strengthen their control environment.
• Responsible for driving consistency in the application of taxonomy, alignment with regulations and policies, and accuracy of risk description.

Qualifications:
• 6 years of experience of relevant experience including Risk and Controls, Risk Management, Audit, and/or Regulatory transformation experience in design and execution.
• Strong familiarity with overall Risk Control Assessment programs and understanding of HR Risk policies, procedures, and standards.
• Experience with Risk & Control and the ability to leverage that experience to drive Manager's Control Assessment functionality and reporting improvements.
• Experience in identifying risks and controls in a process, but more importantly writhing up those risks and controls so they are clear and complete.
• Project management and project delivery experience with a strong focus on execution.
• Excellent interpersonal communication skills – verbal and written.
• Ability to prioritize and deliver in a fast-paced environment with tight deadlines.
• Ability to plan and organize, working well both in a team setting and independently.
• General understanding of relevant banking regulation and supervisory expectations for large and complex financial institutions.
• Demonstrated ability to negotiate internally with diverse stakeholders and drive accountability and ownership with key business partners and process owners.
• Strong relationship management skills with ability to deepen relationships and build partnerships across the HR Businesses and key support areas like Audit, Compliance, Control, Independent Risk, and Legal to ensure franchise and other key risks and needs are considered.
• Proven ability to question and identify opportunities within existing processes and business practices by leveraging previous experiences and knowledge of the HR Businesses.
• Strong interpersonal skills, with evidence of working in collaboration across large organizations, including a proactive and 'no surprises' approach in communicating issues/requests.
• Continuous improvement mind-set – assess impact of actions and adjust as needed; simplify and standardize at every opportunity.
• Be comfortable communicating reality – both positive and negative - honestly, openly, and directly.
• Possess strong Power Point skills for executive level presentation creation and documentation.

A software company is looking for a Recruiting Operations Generalist to join their team in Mountain View, CA. This role is fully onsite.

Working directly with the Head of Recruiting, the Generalist will be responsible for managing various aspects of the recruitment process from optimizing our usage of our Applicant Tracking System to ensuring an excellent candidate experience. 

Responsibilities:

• Coordinate interview scheduling and logistics, ensuring a seamless experience for both candidates and employees
• Liaise with hiring managers to understand needs, formulate job specifications, and align on interviewer slates
• Conduct background verification and reference checks for late stage candidates
• Create documentation on various processes for both internal and external audiences
• Ensure we are maximizing our return on investment in various third-party platforms
• Identify and execute on recruitment process improvement opportunities

Qualifications:

• Customer service orientation, with a can-do, no task is too large or too small attitude
• 3 years in talent acquisition, with technical recruitment experience a plus
• Demonstrable excitement for the recruiting function
• Excellent verbal and written communication skills
• High level of attention to detail and ability to juggle large volumes of work
• Robust organizational and project management skills
• Strong judgment and comfort with ambiguity
• Tenacity and consistent application of growth mindset
• Familiarity with recruiting platforms such as Greenhouse
• Proficiency in Microsoft Office

A law firm is looking for an ITIL (ServiceNow) Specialist to join their team in Washington D.C. (hybrid).

ServiceNow required
Hybrid; 2-3 days in office

The ITIL Specialist is a subject matter expert responsible for the daily oversight and governance of the Firm's ITSM process framework. Responsible for enforcing, monitoring, measuring, and continually improving process areas – the ITIL Specialist actively engages with internal Technology teams and service provider teams to ensure that IT staff and ITSM tool sets are equipped for efficient and effective execution of ITSM processes. This position serves as the owner for ITSM processes, including Incident Management, Change Management, Problem Management, IT Asset Management, Knowledge Management, Service Request Management, and the planning and controlling of configuration items (CIs) and their interrelationships. This position requires a keen focus on customer experience, operational stability, and major incident reduction. Reporting to the Director of Service Management, this position serves as part of the Service Management function in close partnership with the IT Help Desk, Application Solution, and Infrastructure Solution teams to drive operational

A law firm is looking for an Audio Visual Manager to join their team in Washington D.C. (hybrid).

The Audio Visual (AV) Manager is responsible for architecting, designing, building, and continuously improving the Firm's global Audio Visual solutions, leading a team of professionals to deliver the Firm's AV experience. This role leads the lifecycle management of the Firm's real-time conferencing technologies, striking the necessary balance of delivering solutions that provide an optimal experience for our lawyers, staff, practice groups, and clients, without making concessions that add unacceptable risks to the Firm. To accomplish this objective, the Audio Visual Manager partners closely with IT solution and service teams, as well as other cross-functional stakeholders to continuously adapt solutions to meet the evolving needs of the Firm. The role requires an individual with the skills to think both strategically and tactically to handle the operational needs of the Firm, all with the objective of delivering a gold-standard conferencing experience.

Responsibilities:

• Leads the end-to-end design and oversight of the Firm's audio visual solutions, inclusive of strategic planning and design through to operational continuous improvement.
• Leads AV design efforts for the Firm, inclusive of office remodeling and expansion projects (e.g., conference room technologies and appliances).
• Proactively defines known conferencing use cases and experiences in coordination with cross-functional stakeholders, and architects A/V solutions to further enable business outcomes for each.
• Actively partners with Enterprise Applications leadership and staff to strategically align collaboration solutions with real-time conferencing needs.
• Engages with Service Management leadership, as well as cross-functional partners (e.g., IT Regional leadership, Client Support Services) to unify A/V technology capabilities with the over-arching operational service model.
• Ensures operational workflows, processes, forms, and supporting documentation are in line with the Audio Visual service expectations.
• Actively engages and coordinates with global technical and non-technical stakeholders to form and monitor a voice of the customer.
• Ensures that the Firm's A/V solutions enable a consistent conferencing experience across the Firm and with outside entities with federated endpoints.
• Oversees and coaches the A/V team to guide and evaluate opportunities for improvement of A/V service.
• Monitors and reports on conferencing technology performance, service levels, and end user satisfaction with the Firm's solutions.
• Partners with Help Desk, Regional IT, and Service Management leadership to understand and address ticketing trends.
• Manages 3rd party A/V conferencing design vendors and services, evaluating performance and commitment to agreed levels.
• Maintains the A/V budget, inclusive of technology solutions as well as professional services and other costs required to deliver the conferencing experience.
• Stays abreast of industry trends in the conferencing space to identify and recommend new AV

Qualifications:

• College degree is strongly preferred, ideally in Computer Science, Information Systems, or a related technical discipline. Appropriate technical certification(s) are preferred.
• 7 years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider.
• Demonstrated experience designing and managing a global conferencing infrastructure with leading industry AV solutions (e.g., Cisco Telepresence Solutions (CTS)).
• Demonstrated experience configuring and managing video conferencing gateway technologies. Demonstrated experience leading audio visual design projects in coordination with IT stakeholders, design architects, and other cross-functional groups.
• Demonstrated experience with and knowledge of intuitive conferencing appliances (e.g., Crestron, Cisco). Demonstrated experience with integrated conferencing and collaboration solutions and platforms (e.g., MS Teams, Zoom, Webex).
• Demonstrated experience with designthinking and experience-based design.
• Demonstrated ability to serve as a change agent, leading and inspiring others to act, especially under circumstances when change is unpopular.
• Ability to establish rapport and elicit cooperation from personnel across all levels, including executive management, and cross-functional leadership.
• Ability to develop and motivate technology teams, inclusive of staff, and 3rd party vendors/consultants.
• Skilled in communications to all levels in the organization in writing, speaking, and presentation skills for work with the Firm leadership, the user community, and clients.
• Strong communications and interpersonal skills

A law firm is looking for a PMO Analyst to join their team in Washington D.C. (hybrid).

The PMO Analyst is part of the IT Project Management Office (PMO) team that leads project execution and establishes delivery standards, processes, tools, and reporting for the IT organization. The IT PMO upholds and influences gold-standard project execution by instituting discipline around intake & demand management, resource & capacity management, project & program management, and management reporting. The PMO Analyst serves as the analytical arm of the Solution Delivery function, closely partnering with cross-functional technical and non-technical stakeholders to support project execution and ongoing operational excellence. This individual is responsible for leading IT operational and financial reporting, contributing to IT Governance and controls, supporting executive updates, and fulfilling ongoing project support / business analysis needs of the IT organization.

Responsibilities:

• Supports the PMO & Demand Manager with compiling, synthesizing, and publishing IT project portfolio reporting.
• Provides analytical support to the Solution Delivery organization, flexing across the project portfolio as needed to lead analysis efforts, change management, solution research, and other critical needs across the project lifecycles.
• Serves as the point of contact for IT project financials, partnering with cross-functional stakeholders (e.g., Project Managers, Project Owners).
• Leads CIO reporting and score-carding of IT project performance in close coordination with leadership.
• Supports IT leadership with vendor and contract management evaluation, processing, and reporting for third party providers and suppliers.
• Partners with IT leadership and project managers to define standards and structure for project budgeting.
• Coaches project budget owners on roles & responsibilities, processes, and best-practices.
• Collaborates with cross-functional stakeholders as part of both the annual and ad-hoc demand management process to develop project business cases.
• Leads comparative analysis and solution evaluation efforts under the guidance of IT leadership to enable the technology-related decisions.
• Supports and prepares ongoing reporting for IT leadership and executive management.
• Liaises with IT Project Managers to synthesize and produce IT Project Portfolio reporting.
• Stays abreast of industry technology and trends to streamline IT project tracking and reporting processes.
• Provides analytical support as needed for ongoing IT business analysis.
• Assists with the promotion and compliance of PMO standards and frameworks, developing, tracking, and reporting overall PMO KPIs.
• Helps administer the department's tool for project and portfolio reporting and tracking.
• Promotes awareness and shares best practices and lessons learned that contribute to the continuous improvement of the PMO function.
• Ensures PMO metrics and data is available for decision making, transparently provide information using a single source of truth.
• Maintains overall PMO RAID, builds trusted relationships with key stakeholders to resolve RAID items early and solve or escalate complex problems.

Qualifications:

• College degree is strongly preferred, ideally in Computer Science, Information Systems, Business Administration, Finance, or a related technical discipline.
• Appropriate certification(s) are preferred.
• 3 years of relevant experience, ideally in a large Law Firm setting, a comparable professional services organization, or a legal information services provider.
• Demonstrated experience supporting financial management activities, ideally within an IT organization (e.g., financial analysis and modeling, process mapping).
• Demonstrated experience producing executive level reporting and presentations.
• Experience with financial, vendor, and/or contract management systems and solutions.
• Experience with benchmarking and establishing / continuously measuring performance benchmarks.
• Experience in the analysis of IT projects, systems, services, and business applications.
• Practical knowledge in importing data for use in report software, spreadsheets, graphs, and flowcharts.
• Practical knowledge of project management concepts, frameworks, and delivery standards.
• Proven ability to conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities.
• Ability to establish rapport and elicit cooperation from personnel across all levels, including executive management, and cross-functional leadership.
• Excellent analytical, mathematical, and creative problem-solving skills.
• Strong communications and interpersonal skills required.
• Strong financial modeling, management reporting, and executive presentation skills.
• Must be highly motivated, analytical, organized, and efficient.
• Ability to work well as part of a team and lead others.
• Ability to present ideas in businessfriendly and user-friendly language.
• Ability to juggle multiple priorities simultaneously in a fast-paced environment and plan and prioritize workload.
• Keen attention to detail.

A financial firm is looking for a Java/Python Developer to join their team in New York, NY or Stamford, CT.

Responsibilities:

• Design, build, and execute a data platform on AWS
• Work with business stakeholders to design, develop and maintain reliable software solutions
• Deliver software enhancements and projects supporting firm's new business requirements
• Continuously improve the existing platforms, using the latest technologies and software development ideas
• Focus on data streaming and acquisition, as well as the storage of the data in multiple forms
• Lead and provide best practices for the middle office data ingestion and delivery data delivery based on the data platform on AWS
• Work within Technology and across departments to deliver the highest quality products

Qualifications:

• 7 years of programming experience with Python and Java
• Experience with Spark and/or Databricks
• Experience in API Gateway solutions (KrakenD, AWS API Gateway)
• Experience with Apache Airflow
• Experience with AWS Cloud
• Experience with Kubernetes
• Experience with MongoDB and SQL databases
• Strong problem solving and analytical skills
• Excellent communication skills