Client Support Analyst - Hybrid

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.

As a member of our Client Services team, you will provide 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 client issues. Attention to detail, strong follow-through and a curious, problem solving disposition are essential for success. This is a demanding, fast-paced environment which requires both Holiday and weekend support on a rotational basis.

Key Responsibilities:

• Be the primary contact for all client inquiries during US hours
• Assist with incident management for any Traiana-wide incident impacting our clients during above hours
• Case management responsibilities include:
• Response to initial case notification within a defined time frame
• Providing regular updates to clients per SLA
• Primary liaison for aiding our clients through post-incident recovery
• Be available to attend onsite client meetings and client requested issue review sessions
• Liaise with various internal groups (Product / Project Management, Development, Quality Assurance, IT, Managed Services, Compliance, Sales) in different regions to resolve client queries

Skills:

• 0-2 years of experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting
• Hands on technical experience utilizing database tools, knowledge, and understanding of common transport protocols including MQ, Email, FTP and SMTP
• Knowledge of trade life cycles with middle and back office experience
• Proficiency using MS Office suite and Windows OS
• Work experience in a technical/application support role

Knowledge:

• BA/BS in Business, Finance, Economics or Computer Science preferred

Experience:

• Experience in financial services operations, middle office, fintech, and/or client services required
• Experience working with FIX, Swift, and other connectivity is preferred
• Excellent communications skills and experience dealing with client representatives at various levels
• Entrepreneurial, detail-oriented, and strong multi-tasking skills
• Ability to work under pressure to resolve client issues including those which are novel to the team

Special Job Requirements:
This role will require the ability to work flexible hours / shifts:

• Monday - Friday 9:00am - 6:00pm or 10:00am - 7:00pm
• Occasional Sundays 3:30-7:30 on a rotational basis
• Occasional Holiday shifts on a rotational basis

#LI-Hybrid
#careersatCME

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 $56,600-$94,400. 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: 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. Problem solvers, difference makers, trailblazers. Those are our people. And we're looking for more.

This position requires that you be fully vaccinated against COVID-19 by the date of hire. Proof of vaccination will be required as a condition of employment. CME Group complies with federal, state and local laws with respect to providing accommodations for individuals who are unable to receive the vaccine due to a medical condition or religious belief.

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