Client Servicing Specialist - FO&OTC

for Bank of America Merrill Lynch 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

Required Qualifications:

• 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

Desired Qualifications:

• Candidate should have experience with GMI as well as other systems associated with cleared Futures and Derivatives

• Experience working in a global environment with outsourced partners would also be considered as a benefit

• Candidate should have in-depth knowledge of the margin process for futures and options

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

• Excels in working among diverse viewpoints to determine the best path forward

• Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner

• Commitment to challenging the status quo and promoting positive change.

• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Skills:

• Active Listening

• Attention to Detail

• Customer and Client Focus

• Oral Communications

• Client Management

• Prioritization

• Adaptability

• Critical Thinking

• Innovative Thinking

• Relationship Building

Shift:
1st shift (United States of America)

Hours Per Week:
40

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