EASE Analyst - OTC
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. Weâ€™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 . Description:
This roleâ€™s main purpose is to coordinate all OTC client on-boarding & set-up as well as on-going support and maintenance. Person will be responsible to ensure legal and regulatory requirements are met prior to beginning any OTC on-boarding. This requires in-depth conversations with the fund managers and CMEG Legal staff. Person will be responsible to work independently and solve any issues that occur as well as decisions regarding support, access, creation of OTC entities, account set up and maintenance, as well as ClearPort support.
Role requires in-depth knowledge of OTC markets, customers, funds to ensure coordination through all the required systems to ensure successful access. Role is customer facing and requires excellent verbal and written communication skills. The Senior Analyst OTC is a member of the 24x7 Enterprise Application & System Entitlements Team (EASE) and will be responsible for responding to, managing and resolving OTC support issues with the highest degree of courtesy and professionalism.
The Analyst will represent EASE in cross functional meetings. Person will respond to customer requests via multi support channels (IM, Phone, Chat, email, and walk up requests). Analyst will be responsible for proactively managing service escalations and identifying trends in overall service delivery to produce the best possible customer experience. Analyst will spend more time working with customers and really helping them manage their accounts then actual data entry. Principle Accountabilities:
â€¢ Demonstrate in depth understanding of all OTC responsibilities and tools with ability to follow documented procedures without fail and help create procedures that do not exist.
â€¢ Assist customers via multi support channels (phone, IM, chat, workflow). Manage customer (internal and external) requests and ensures follow up ahead of defined service level agreements (SLAs) for all OTC access applications and tools.
â€¢ Ability to troubleshoot all issues and take a role in managing escalation and resolution and customer follow up (if warranted).
â€¢ Facilitate proper coordination and communication of shift turnover and any reporting of potential issues with customer impact to Management and necessary departments.
â€¢ Write clear and concise tickets for every customer interaction for audit trail purposes (CFTC and SOX compliance) and ensure anyone reading the ticket can ascertain the issue and resolution.
â€¢ Demonstrates proficiency in first-level troubleshooting techniques for customer facing applications
â€¢ Use inductive reasoning to assess if an issue is systemic or user error to determine the appropriate escalation steps or if additional customer education may be required.
â€¢ Demonstrate developing competency in regards to CMEG Leadership expectations and business principles as well as supporting skills.
â€¢ Keep abreast of new CMEG initiatives including product launch and strategic partnerships and its potential impact to ongoing procedures.
â€¢ Continue to maintain knowledge of all tools and services to provide SME assistance to internal and external CMEG Group customers.
â€¢ Demonstrate ability to recognize production issues ascertain when escalation is warranted, perform troubleshooting and provide clear complete documentation to management.
â€¢ Facilitate Risk Mitigation/Critical procedures--understand how to execute accurate precise information so that risk to both the customer and CMEG is minimized.
â€¢ Participate in UAT testing for customer facing tools, have ability to think through appropriate test scripts for tool changes and accurately test, document and present results.
â€¢ Demonstrates ability to ascertain tool inefficiencies and document suggestions for continuous improvements.
â€¢ Assist with special projects as assigned by management. Skills and Software Requirements:
â€¢ HDI (Help Desk Institute) Certification a plus. .
F luency in Mandarin is highly preferable.