Company overview

OSTTRA, 50/50 owned by CME Group and IHS Markit, is a leading provider of progressive post-trade solutions for the global OTC markets across interest rate, FX, equity and credit asset classes. It incorporates CME Group’s optimization businesses –Traiana, TriOptima, and Reset – and IHS Markit’s MarkitSERV, headquartered in London.

Position summary

The Client Services senior associate is dedicated to supporting our new and existing customers to ensure they receive the maximum benefit of their Traiana services. This position focuses on providing application and technical support for our Global client base. The right candidate will be client focused, have great communication and organizational skills and be able to work independently to resolve the clients’ issues. The role requires working directly with Traiana’s customers as well as internal projects, onboarding, and development teams. This is a client-facing role; as such, the ideal candidate works well under pressure while keeping client needs paramount.

Key Responsibilities Include

• Ensure that the support queue is appropriately covered by the team and that work is allocated fairly.
• Proactively monitor all open support cases across the team and provide guidance to the team on all BAU activities.
• Be primary contact for all clients when they experience incidents.
• Perform extensive analysis of complex customer queries and discuss with the client as well as internal team members.
• Manage all incidents according to SLAs. This include specific incidents during US hours.
• Static data management, inputting complex static data configurations into the many different Traiana systems.
• Quickly develop a deep understanding of new products and services as they hit the market and ensure that the appropriate processes and procedures are in place.
• To fulfil any additional/ ad hoc duties as required to meet the needs of the business

Qualifications Include, But Are Not Limited To

• 3-5 Years Experience in Financial technology services and/or banking
• BA/BS in Business, Finance, Economics or Computer Science preferred
• Excellent communications skills and experience dealing with clients at various levels.
• Knowledge of trade life cycles with middle and back office experience
• Ability to work under pressure to resolve client issues including those which are novel to the team
• A proven track record in managing multiple stakeholders, often at the senior leadership level, both internally and client facing
• Hands on technical experience utilizing database tools and an understanding of common transport protocols including MQ, Email, FTP and sFTP.
• Experience working in Windows, Unix, and Linux environments and proficiency using MS Office suite.
• Ability to work flexible hours / shifts.
• Ability to work both independently and within a team to follow through on issues from beginning to end.

OSTTRA is committed to offering a competitive total rewards package for our employees that recognizes their contributions to the business and reflects our long-term investment in their future. The salary range for this role is $85,000-$115,000. Actual salary offered will be dependent on a wide array of factors including but not limited to: relevant experience, skills, education and comparison to internal employees (where relevant). Our compensation program also includes an annual bonus opportunity for all employees. Through our benefits program, we strive to offer flexibility, value and choice. We offer a holistic and competitive benefits package for our team that includes: comprehensive health coverage, a mental health benefit, a retirement package with both a 401(k) and an active pension plan, education reimbursement and professional development offerings, paid time off, a flexible work model and more.

CME Group is the world's leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career shaping tomorrow. We invest in your success and you own it, all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

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Learn more here: https://www.cmegroup.com/careers/files/recruitment-fraud-notice.pdf