Job Overview
About the Role:
The team:
Client Services Operations team provides operational day-to-day customer support for all services supported within the OSTTRA suite of products. They are also responsible for the new client setup and new process adherence for the external Buy Side and Dealer communities. They work closely with Product Management, Client Account Management, Business Development and IT to ensure timely and accurate responses to customer inquiries. The group is also responsible for incident reporting and escalation.
Responsibilities and impact:
We are looking for self-driven individuals with outstanding problem solving and analytical skills to fill an Associate position within the Operations group. The successful candidate will be responsible for providing day-to-day customer support for all services supported within OSTTRA’s suite of products.
Onboarding team assist client with new client Onboarding, Product Demo, KYC requirements and UAT testing prior to go Live in Production environment.
Client Services team is responsible to assist existing OSTTRA clients with daily queries pertaining to Production environment.
Key Responsibilities
Client Support & Interaction: Manage daily client queries via email and phone regarding access, system workflows, technical errors, and connectivity, while providing detailed analysis and feedback.
Operational Excellence: Process static data and client profile configurations daily, ensuring team targets and SLAs are met while monitoring queues to diagnose and resolve exceptions.
Product Implementation & Onboarding: Collaborate with internal departments to onboard new participants and implement products effectively, including setting up trading permissions and registering Master Confirmation Agreements (MCAs).
System Enhancements & Testing: Partner with internal teams on system enhancements and conduct internal testing in UAT and pre-prod environments prior to production releases.
Technical Troubleshooting & Configuration