Client Servicing Specialist - Global Market Operations

Bank of America - Chicago, IL

Full-time

Chicago, IL

Credit Intermediation and Related Activities

About the position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! 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. 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
• 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

Requirements

• Strong communicator and leader with frequent interaction with business partners and clients
• Ability to work in a fast-paced environment and be an effective multi-tasker
• Ability to act without immediate supervision and take ownership of tasks/processes
• Ability to evaluate the risk elements of a client-facing role and ensure tasks are carried out in a controlled fashion
• Proficient in Microsoft Excel, Word, and PowerPoint
• 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
• Experience with GMI and other systems associated with cleared Futures and Derivatives
• Experience working in a global environment with outsourced partners is a benefit
• In-depth knowledge of the margin process for futures and options

Nice-to-haves

• Experience with Tableau
• Organizational skills
• SharePoint proficiency
• Active listening skills
• Attention to detail
• Customer and client focus
• Oral communication skills
• Client management skills
• Prioritization skills
• Adaptability
• Critical thinking
• Innovative thinking
• Relationship building

Benefits

• Competitive benefits to support physical, emotional, and financial well-being
• Opportunities to learn and grow
• Flexible working arrangements