Senior Client Access and On-boarding Analyst

Locations: Chicago
ID: 13554

Description

 

Where Futures Are Made - 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.
With 2,500 employees located around the world, 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 and the work is unlike any other firm in the business.
Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more. 

 

Job Summary:

The Analyst OTC is part of the Enterprise Application & System Entitlements (EASE) team and provides 24/7 support for OTC customers. Support includes: creation of new entities and users (Internal and external), access & entitlements, modifications, deactivations, inquiries, credential and break/fix support in all environments. The individual is responsible to ensure legal & regulatory requirements are met prior to beginning any OTC on-boarding. The analyst must protect CME collateral and ensure only appropriate parties are given access to CME systems. He/she will provide level one support for many customer facing tools and ensure customer satisfaction and effective escalation and resolution of issues. The  audit trail must be maintained at all times for CFTC and SOX compliance.

 

Accountabilities:

  • Demonstrate basic understanding of all OTC responsibilities and tools with ability to follow documented procedures without fail.  Assist customers via multi support channels (Chat, Email, IM, Phone, Walk-up).  Manage customer (internal and external) requests and ensures adherence to defined service level agreements (SLAs) for all OTC access applications and tools.  Demonstrates proficiency in troubleshooting techniques and facilitates proper coordination and communication of shift turnover; reporting potential and customer-impacting issues to management and other appropriate departments.

  • Write clear and concise tickets for every customer interaction for audit trail purposes (CFTC and SOX compliance) and ensure anyone reading ticket can ascertain the issue and resolution.

  • Demonstrates developing competency of all tools and services while providing subject matter expertise (SME) assistance to internal and external CME Group customers.  Stays abreast of new CME Group initiatives including product launch, strategic partnerships, and modifications to existing procedures.

  • Provide first level troubleshooting for tools – determine if issue or user error and escalate appropriately or reeducate user. Demonstrate ability to recognize production issues ascertain when escalation is warranted, perform troubleshooting and provide clear complete documentation to management.

  • Facilitate Risk Mitigation/ Critical procedures with senior staff to being to understand how to execute accurate precise information so that risk to both the customer and CMEG is minimized.   

  • Participates in testing of customer-facing tools, have ability to think of appropriate test scripts for tool changes and accurately test, document and present results.  Demonstrates ability to ascertain tool inefficiencies and document suggestions for continuous improvement.

Experience/Education:

  • Experience with external customer service in a technology services business. 

  • In depth knowledge of the OTC markets, customers & products. 

  • Applicants must be able to demonstrate strong verbal, written and problem solving skills.

  • Excellent organizational skills, multi-tasking and attention to detail. 

  • Passion for achieving customer satisfaction.   

  • Proficient with Microsoft software with In-depth Excel knowledge required (Metrics capabilities including creation of pivot tables, macros, use of Vlookup and ability to manipulate large amounts of data). 

  • Required to learn various internal tools to support OTC customers.   

  • Bachelors Degree Preferred 

  • Help Desk Institute (HDI) certification a plus

  • 1 to 3+ Years Relevant Experience 

As the world’s leading and most diverse derivatives marketplace, CME Group (www.cmegroup.com) is where the world comes to manage risk. Based in Chicago, with offices in New York, London, Singapore, Calgary, Houston, São Paulo, Singapore, Tokyo and Washington D.C., our team of more than 2,500 employees has an impact on the global economy every day. We offer:
 
  • The widest range of global benchmark futures and options available across all major asset classes;
  • The most advanced trading technology;
  • Industry-leading clearing and risk management capabilities;
  • A relentless customer focus, serving leading investment and commercial banks, hedge funds, proprietary trading firms, pension funds, sovereign wealth funds, asset managers, corporations and individual traders; and,
  • A great place to work.
 
With this strong foundation in place, we are looking to continue growing our business in both listed and over-the-counter markets. To support this growth, we are seeking highly motivated individuals to help foster our corporate culture and uphold our core values of leading with conviction and integrity, advancing the global economy, building lasting relationships and acting with ingenuity every day. 
 
We hope you will consider joining our world-class team.


 

 





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