Client Servicing Specialist - Exchange Traded Derivatives Operations

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This job is responsible for conducting day-to-day activities to support business and clients globally by developing a deep understanding of the organization and services offered to resolve complex client inquiries. Key responsibilities include onboarding, servicing and offboarding clients, opening, maintaining, and reconciling account information. Job expectations include ensuring all activities are performed with a high degree of accuracy and comply with all regulations and policies while driving solutions that best meet our clients’ needs.

As a Client Servicing Specialist, this job is responsible for being the main point of contact for Bank of America Merrill Lynch customers dealing in Futures & Options and OTC clearing.

Responsibilities:

• Improves and simplifies the client experience, reducing manual touchpoints

• Ensures transactions are completed in an accurate and timely manner, managing escalations as needed
• Supports the preparation of frequent reports and other measures of data
• Drives operational initiatives both internally across the organization and with clients to drive efficiencies, increase revenues and reduce risk
• Identifies and flags potential risks in a timely manner
• Supports top tier institutional clients, which requires outstanding customer service to enhance the overall relationship
• Subject matter expert for client queries regarding trades, positions, lifecycle events, commission, reporting, product offering

• Navigates 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
• Coordinates outreach and understand clients’ intentions around last trade date, esp. on physically settled contracts, and options expiries
• Coordinates client requests for additional access to the Mercury portal
• Establishes frequent dialogue with the Marketing team keeping them abreast of client concerns or product asks and tracking this via internal databases
• Establishes 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.)
• Sets agendas, accompanied by presentations where applicable, and follows up with call reports post meetings
• Works 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
• Works with clients to move them toward self-service opportunities on the portal, reduce client accommodation, and use eTask/Tableau metrics to look at opportunities for reducing manual processes
• Maintains client profiles, procedures and up to date contact information

Required Qualifications:

• Minimum of 2 years of experience in client execution and clearing, for both futures and derivatives products on global markets
• Strong communicator and leader, as the function demands frequent interaction with business partners as well as clients
• Ability to work in a fast-paced environment and be an effective multi-tasker
• Ability to act without immediate supervision and takes ownership of tasks/processes
• Ability to evaluate the risk elements of such a client facing role and ensure tasks are carried out in a controlled fashion
• Proficient in Microsoft Excel, Word and PowerPoint
• Knowledge of industry rules and regulations, as well as common street wide business practices

Skills :

• Active Listening
• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Client Management
• Prioritization
• Adaptability
• Critical Thinking
• Innovative Thinking
• Relationship Building

Shift:

Hours Per Week: