Client Service Associate

OSTTRA•New York, NY

2d•$80,000 - $95,000•Hybrid

About The Position

The Client Services Associate provides primary-level problem resolution & customer service to current & potential clients and is the primary owner of selected accounts. They lead on-boarding of new clients, work to engage customers on new initiatives, & build & maintain those relationships & provide daily support. He/ She handles operational & customer-related issues, delivering resolutions, function as the primary lead for internal projects, & recommend updates to current operational processes & procedures.

Requirements

Product experience with OTC and Exchange Traded derivatives as well as the market they are traded in
Knowledge of where our organization fits in the industry
Knowledge of front, middle and back-office operations and systems
Indefinite right to work in the United States.

Responsibilities

Demonstrate the ability to solve problems across all asset classes/initiatives and mastery of internal operational processes, Data interpretation and optimization, review and management of exceptions in a timely manner.
Demonstrate ability to teach/help colleagues with questions and issues regarding internal operational processes (Internal escalation points for Analysts).
Conduct reviews/checks of Analysts work to ensure progress and quality control.
Be able to work independently to support customers for at least one service (Core/TM/triCalc/IMEM).
Provide excellent customer service across all asset classes and initiatives.
Develop strong relationships with customers, provide clear/professional responses to client queries, assist with & lead customer calls and/or in-person visits.
Accountable for the health/success of all non-dealers, non-asset servicers, non-hedge funds
Support effort to develop innovative enhancements that improve our team and our customers’ experience.
Document firm enhancement requests and help prioritize them.
Suggest ideas to improve the customer experience and improve internal processes.
Provide support to CD&S and BLM teams on new initiatives during market adoption.
Create development tickets associated with new products and services, reflecting known requirements.
Engage with clients to validate functionality requirements and get feedback before the requirements are finalized to avoid any delays in product rollout