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
Requirements:
The role will demand that the candidate is a strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
The candidate must be able to work in a fast paced environment and be an effective multi-tasker
The candidate should be able to act without immediate supervision and have the ability to take ownership of tasks/processes
The candidate should be able to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
Candidate should be proficient in Microsoft Excel, Word and PowerPoint
The candidate must be well versed in client execution and clearing, for both futures and derivatives products on global markets
Knowledge of industry rules and regulations, as well as common street wide business practices is required
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- 2+ years of professional experience, ideally coming from financial services
- Experience client facing - good communicators
o Must be able to handle high-level conversations
o Reporting
- Futures understanding
- Must be a go-getter, show initiative
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.