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Customer Support Analyst - Financial Services

CME
New York City, USA
Gepostet vor 8 Tagen Permanent Competitive
Customer Support Analyst - Financial Services
Description

This role works within OSTTRA - The Future of Post-Trade ( https://osttra.com/ )

OSTTRA is a joint venture owned 50/50 by CME Group and S&P Global. CME is the world's leading financial derivatives exchange, offering the widest range of global benchmark products across all major asset classes. S&P combines the power of Data, Technology and Expertise offering unique perspectives and original insights that power the markets of the future. OSTTRA was formed in 2021 through the combination of four businesses that have been at the heart of post trade evolution and innovation for the last 20+ years: MarkitServ, Traiana, TriOptima and Reset. OSTTRA solutions span every step of the post trade workflow, helping financial institutions across the globe efficiently process trades and manage risk. OSTTRA has more than 1,200 employees in 15 countries worldwide, including in all key financial centers.

Being a Customer Support Analyst is a cross functional role where you would work closely with clients as well as other internal departments like Sales, Business Management, Development and Product Management. Your main responsibility will be to ensure delivery of the service to clients. This means managing small projects that runs over a few days. You'll also incorporate your ideas to improve the products, collect client feedback, support rolling out new features or services and be a technical subject matter expert in client conversations.

Principal Responsibilities:
  • Manage small projects and co-ordinate the work with other members of the project.
  • Manage clients from start to finish of the project and guide them through the process.
  • Work with large OTC trade portfolios owned by the clients and consume and verify the accuracy of the trade data.
  • Value OTC derivatives and verify valuations and risk vectors submitted by the clients.
  • Support and advising clients on the risk constraints to be applied when utilizing the service.
  • Operate the optimization engine used to generate deal proposals to the clients.
  • Provide sensitivity analysis to clients that shows how their results would change if they change something in their data or in their risk constraints.
  • Handle client requests such as user account management, training and general support.

Sales Support (operational and technical knowledge)
  • Take part in client meetings and conference calls with clients and act as the technical expert on the service.
  • Provide the sales team with client data statistics and suggest improvements.

Software Development Support
  • Provide feedback on how the service can be improved or any potential bugs or operational risk issues.
  • Help testing new features that are about to be rolled out to clients.
  • Explain to developers how the platforms are used, trade mechanics and client behavior.
  • Manage client onboarding for triReduce and triBalance services:
  • Help explaining the concept of the service as well as detailed technical questions on how the service works.
  • Setup new accounts and users, test and verify client data, run simulations and present results.
  • Engage directly with new clients and train new users of the platforms.

Requirements:
  • Experience - 1-3 + years experience in Financial Services or Internship/Co-op experience in related fields.
  • Financial Knowledge - OTC derivatives and Options in the following asset classes; Rates and FX.
  • Analytics - Strong Excel - the ability to work with raw client data using editors and spreadsheet tools. Good understanding of MySQL databases are a plus.
  • Communication - Ability to interact with clients, communicate efficiently and explain complex concepts.
  • Project Management - Ability to manage multiple projects.

Education:
  • Bachelor's or Master's degree in Financial Engineering, Math, Economics or related fields.


#careersatCME
#LI-Hybrid

CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) 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. Joining our company gives you the opportunity to make a difference in global financial markets every day, whether you work on our industry-leading technology and risk management services, our benchmark products or in a corporate services area that helps us serve our customers better. With 3,500 employees located around the world, we're small enough for you and your contributions to be known. But big enough for your ideas to make an impact. The pace is dynamic, the work is unlike any other firm in the business, and the possibilities are endless. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

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Job ID  9335195
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