Client Services Analyst

Insight Global; Chicago (IL); On-site; USD 90,000 - 120,000; Full time

Job summary

Insight Global in Chicago, IL seeks an on-site Client Relations Specialist to serve as subject matter expert for client queries on trades, positions, and lifecycle events. This role requires coordinating outreach, managing escalations, and driving resolutions for critical initiatives with a focus on keeping client profiles current.

You will regularly meet with priority clients to discuss metric trends and issues, while working with Marketing and internal databases to track feedback and actions.

Qualifications

• Experience evaluating risk elements in client-facing roles.
• Proficient in Microsoft Excel, Word and PowerPoint.
• Knowledge of client execution and clearing for futures and derivatives.
• Knowledge of industry rules and regulations.

Responsibilities

• Subject matter expert for client queries regarding trades, positions, lifecycle events, commission, reporting, product offering.
• Navigate the organization to get responses to client queries and escalations.
• Escalation point for clients and internal teams to drive resolution on critical initiatives.
• Coordinate outreach and understand clients’ intentions around last trade date and options expiries.
• Coordinate client requests for additional access to the Mercury portal.
• Establish frequent dialogue with the Marketing team and track via internal databases.
• Establish regular meetings with priority clients to discuss metric trends, outstanding issues, and strategic focus areas.
• Meetings should have set agendas and be followed up with call reports.
• Work with Client Service Relationship Managers to prioritize priority client OILs and move solutions forward.
• Work with clients toward self-service opportunities on the portal and reduce manual processes.
• Maintain client profiles, procedures and up-to-date contact information.

Skills

Risk assessment

Client relationship management

Industry regulations

Tools

Microsoft Excel

Microsoft Word

Microsoft PowerPoint

Job description

Position will be on-site Tuesday through Thursday in Chicago, IL.

Responsibilities:

• 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

Requirements:

• 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