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Bank Of America Client Servicing Specialist - Global Market Operations United States, Illinois, Chicago 388550394
This job is responsible for conducting day-to-day activities to support business and clients globally by developing a deep understanding of the organization and services offered to resolve complex client inquiries. Key responsibilities include onboarding, servicing and offboarding clients, opening, maintaining, and reconciling account information. Job expectations include ensuring all activities are performed with a high degree of accuracy and comply with all regulations and policies while driving solutions that best meet our clients’ needs.
LOB Job Description:
As a Client Relationship Manager/Client Service Representative (CSR) you will be the main point of contact 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:
Improves and simplifies the client experience, reducing manual touchpoints
Ensures transactions are completed in an accurate and timely manner, managing escalations as needed
Supports the preparation of frequent reports and other measures of data
Drives operational initiatives both internally across the organization and with clients to drive efficiencies, increase revenues and reduce risk
Identifies and flags potential risks in a timely manner
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
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
Skills:
Active Listening
Attention to Detail
Customer and Client Focus
Oral Communications
Client Management
Prioritization
Adaptability
Critical Thinking
Innovative Thinking
Relationship Building
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