Client Services Analyst - eTrading application/technical support (Entry Level: recent grad or up to 2 years' experience) Client Services Analyst - eTrading  …

Chicago Mercantile Exchange
in New York, NY, United States
Permanent, Full time
Last application, 26 Sep 19
Competitive
Chicago Mercantile Exchange
in New York, NY, United States
Permanent, Full time
Last application, 26 Sep 19
Competitive
Client Services Analyst - eTrading application/technical support (Entry Level: recent grad or up to 2 years' experience)
Description
CME Group is the world's leading and most diverse 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. 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.

To learn more about what a career at CME Group can offer you, visit us at  www.wherefuturesaremade.com .

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: 
  • 1- 2 years of experience supporting web based financial applications including trade posting, reporting, and exception handling / troubleshooting
  • 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 3:30pm - 7:30pm on a rotational basis
  • Occasional Holiday shifts on a rotational basis

Salary:
  • Competitive

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