Financial Client Services Rep

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

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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• 2+ years of professional experience, coming from financial services

• Experience client facing - good communicators

• Futures and Options understanding

• Experience at a FCM (Futures Commission Merchant)

• Exchange management, clearings, CME knowledge