Bank Of America Client Servicing Specialist 

United States, Illinois, Chicago 

623184305

Job Description:

Job Description:

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.

Additionally, 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, red

Required 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

1st shift (United States of America)