Client Access and Onboarding Analyst

  • 70,000 - 100,0000 SGD per annum plus benefits USD
  • Singapore Singapore Singapore SG
  • Not specified
  • Chicago Mercantile Exchange
  • 12 Sep 18 2018-09-12

Job Description Summary This role’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

Description

CME Group: Where Futures Are Made

CME Group (www.cmegroup.com) 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. 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, 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.
 

This role’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:

• 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
• 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
• Ability to troubleshoot all issues and take a lead role in managing escalation and resolution
and customer follow up (if warranted)
• Facilitate proper coordination and communication of shift turnover and any reporting of
potential issues with customer impact to Management and necessary departments
• 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
• Demonstrate developing competency in regards to CMEG Leadership expectations and
business principles as well as supporting skills
• Keep abreast of new CMEG initiatives including product launch and strategic partnerships and
its potential impact to ongoing procedures
• Continue to maintain knowledge of all tools and services to provide SME assistance to
internal and external CMEG Group customers
• Represent team at meeting, monitor of work of junior staff and ensure escalation of all issues
• 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--understand how to execute accurate precise
information so that risk to both the customer and CMEG is minimized
• 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
• Ability to ascertain tool inefficiencies and document suggestions for continuous
improvements
• Assist with special projects as assigned by management

Skills and Software Requirements:

• HDI (Help Desk Institute) Certification a plus