Title: Client Service Analyst
Duration: 12-18 month contract-to-hire
Location: Chicago, IL
Schedule: Hybrid, 3 days onsite/week
Pay Rate:
48.63/hrRequired Skills & Experience:2+ years of professional experience, ideally coming from financial services Experience client facing - good communicators Must be able to handle high-level conversations ReportingFutures and/or Options understanding Must be a go-getter, show initiative Nice to Have Skills & Experience: GMI or Rolfe & Nolan experience - adjusting and corrections of books and record
Job Description:
As a Client Relationship Manager/Client Service Representative (CSR) you will be the main point of contact for client's customers dealing in Futures & Options and OTC clearing. The primary functions of this role are to provide client support with trade/position management, relationship management, and field market/product inquiries across the derivatives space. This role will be supporting top tier institutional clients, which will require outstanding customer service to enhance the overall relationship.
Responsibilities:- Subject matter expert for client queries regarding trades, positions, lifecycle events, commission, reporting, product offering
- Navigate the organization (central point of contact for client) by doing research and/or internal outreach to get responses to client queries and escalations
- Escalation point for clients as well as internal teams that are looking to drive resolution on critical initiatives
- Coordinate outreach and understand clients’ intentions around last trade date, esp. on physically settled contracts, and options expiries
- Coordinate client requests for additional access to the Mercury portal
- Establish frequent dialogue with the Marketing team keeping them abreast of client concerns or product asks and tracking this via internal databases
Establish regular meetings with priority clients to drive discussions around metric trends, outstanding issues (OILs), and strategic industry focus areas.
Meetings should encompass a holistic view of the operational side of the relationship (Product, Collateral, Brokerage, Clearing, etc.)Meetings should have set agendas, accompanied by presentations where applicable, and should be followed up with call reports
Work with Client Service Relationship Managers to establish prioritization on priority client OILs, keep OILs updated in sharepoint, and ensure regular focus on moving solutions forward
Work with clients to move them toward self-service opportunities on the portal, reduce client accommodations, and use etask/tableau metrics to look at opportunities for reducing manual processes
Maintain client profiles, procedures and up to date contact information
