Senior Associate, Member Services

What You'll Do:

This role’s primary responsibility is to support Clearing Members by providing exceptionally high levels of service to our clients with clearing their existing and new products.  The role must possess an understanding of OCC’s products, systems, and processes as well as a broad understanding of the industry as a whole. The role supports clearing members with questions related to operational processing or issues which includes research and analysis of trade and position data. The role is expected to work under guidance with initiatives and define, quantify and analyze relationships to ensure each firm’s operational requirements are met as they relate to their membership at OCC. This role is responsible for contributing to the writing of documentation and training of Clearing Members on operational processing, services and system capabilities. The role assists the team as they interface with the Clearing Members and all internal parties in preparation for new functionality and new products introduced into production. This role is responsible for ensuring compliance with all policies and procedures.

Primary Duties and Responsibilities:

To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Maintains relationships with approximately 15 clients, including key clients

• Supports clearing members by responding to complex inquiries and resolve problems independently through explanation of facts and details.

• Interprets Clearing Member needs, assesses requirements and identifies solutions to non-standard requests and works with them to make sure solution meets their needs

• Responds frequently to day-to-day, routine Clearing Member inquiries received via phone or email and works on resolution with the department

• Has demonstrated understanding and skills in OCC cleared products and systems with the ability to apply that knowledge and skills to a range of standard and non-standard situations

• Has a basic understanding of client businesses across numerous OCC memberships

• Gathers and analyzes pertinent information about Clearing Members’ business in order to anticipate the needs of the members and increase the Clearing Members’ satisfaction.

• Visits clearing member to share OCC information and lead meetings with senior management at clients’ offices

• Supports development of analyses of member performance and works to develop recommendations for improvement

• Coordinates activities related to account changes, terminations and business expansions ensuring all activities are performed in accordance with procedures and Rules.

• Maintains and updates Clearing Member information in CRM system and other databases

• Analyzes firm data and identifies trends

• Leads training sessions to educate clients on new and existing products, services or enhancements; coordinates roll out and training materials. This includes information memos, operations manuals, user guides and in person/online presentations

• Acts as an advocate and internal representative for Clearing Members so their product and service needs are communicated internally as necessary ensuring that the Member’s needs are addressed

• Performs Masterfile account updates and verification of changes for members

• Assists with departmental self- testing and writing of procedures and job aids

• Other duties as assigned

Supervisory Responsibilities

• None

Qualifications:

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• [Preferred] Previous options/financial industry background

• [Required] Strong oral and written communication skills

• [Required] Strong customer service skills

• [Required] Ability to interact in a professional manner with internal and external participants (including but not limited to co-workers, management, clearing members and exchanges)

• [Required] Ability to cover various shifts and work overtime, if conditions warrant

• [Required] Strong analytical, conceptual and problem-solving abilities

• [Required] Ability to manage and prioritize assignments and respond to rapidly shifting priorities

• [Required] Acts with increasing independence and displays significant business acumen and process knowledge

Technical Skills & Background

• [Required] Microsoft Office proficiency especially proficient in PowerPoint, Excel, and Word

Certifications

• None Required

Education & Training

• [Required] Bachelor’s Degree in business

• [Required] 3+ years of experience