Senior Associate, Member Services

The Options Clearing Corporation; Dallas (TX); Hybrid; USD 64,000 - 84,000; Full time

Benefits offered by this job

Hybrid work up to 2 days remote

Tuition Reimbursement

Student Loan Repayment Assistance

Technology Stipend

Generous PTO and Parental leave

401k Employer Match

Health benefits

Job summary

The Options Clearing Corporation (OCC) is seeking a client services professional to support Clearing Members by delivering high-level service on existing and new products. You will engage with clients to interpret needs, resolve complex inquiries, and prepare training materials.

The role requires understanding OCC products, systems, and processes and collaboration with internal groups and senior management.

Qualifications

• Strong oral and written communication skills required.
• Strong customer service skills required.
• Ability to interact in a professional manner with internal and external participants (including co-workers, management, clearing members and exchanges).
• Ability to cover various shifts and work overtime when needed.
• Strong analytical, conceptual and problem-solving abilities.
• Ability to manage and prioritize assignments and respond to rapidly shifting priorities.
• Acts with increasing independence and displays significant business acumen and process knowledge.

Responsibilities

• Maintains relationships with approximately 15 clients, including key clients.
• Responds to complex inquiries and resolves problems independently.
• Interprets Clearing Member needs and identifies solutions for non-standard requests.
• Responds to day-to-day inquiries via phone or email and drives resolution.
• Gathers and analyzes information to anticipate member needs and satisfaction.
• Leads training sessions to educate clients on products, services or enhancements.
• Coordinates activities related to account changes, terminations and expansions.
• Maintains Clearing Member information in CRM and other databases.
• Analyzes firm data and identifies trends.
• Supports development of analyses of member performance and recommendations for improvement.

Skills

Strong communication skills

Strong customer service skills

Client interaction

Analytical thinking

Problem solving

Prioritization

Financial industry background

Education

Bachelor's Degree in business

3+ years of experience

Tools

Microsoft Office

PowerPoint

Excel

Word

Job description

*****THIS POSITION IS NOT ELIGIBLE FOR VISA SPONSORSHIP***** To be considered for this position, applications and resumes are accepted only through our careers site by directly applying to the posted job. We do not accept unsolicited resumes or sales solicitations from staffing agencies. Any OCC employee wishing to submit a referral must do so through their Workday account. Any resume submitted outside of an active job posting will not be considered for employment.

What You'll Do

This role's primary responsibility is to support Clearing Members by providing exceptionally high levels of service to our clients with clearing their existing and new products. The role must possess an understanding of OCC's products, systems, and processes as well as a broad understanding of the industry as a whole. The role supports clearing members with questions related to operational processing or issues which includes research and analysis of trade and position data. The role is expected to work under guidance with initiatives and define, quantify and analyze relationships to ensure each firm's operational requirements are met as they relate to their membership at OCC. This role is responsible for contributing to the writing of documentation and training of Clearing Members on operational processing, services and system capabilities. The role assists the team as they interface with the Clearing Members and all internal parties in preparation for new functionality and new products introduced into production. This role is responsible for ensuring compliance with all policies and procedures.

Primary Duties and Responsibilities

• Maintains relationships with approximately 15 clients, including key clients
• Supports clearing members by responding to complex inquiries and resolve problems independently through explanation of facts and details.
• Interprets Clearing Member needs, assesses requirements and identifies solutions to non-standard requests and works with them to make sure solution meets their needs
• Responds frequently to day-to-day, routine Clearing Member inquiries received via phone or email and works on resolution with the department
• Has demonstrated understanding and skills in OCC cleared products and systems with the ability to apply that knowledge and skills to a range of standard and non-standard situations
• Has a basic understanding of client businesses across numerous OCC memberships
• Gathers and analyzes pertinent information about Clearing Members' business in order to anticipate the needs of the members and increase the Clearing Members' satisfaction.
• Visits clearing member to share OCC information and lead meetings with senior management at clients' offices
• Supports development of analyses of member performance and works to develop recommendations for improvement
• Coordinates activities related to account changes, terminations and business expansions ensuring all activities are performed in accordance with procedures and Rules.
• Maintains and updates Clearing Member information in CRM system and other databases
• Analyzes firm data and identifies trends
• Leads training sessions to educate clients on new and existing products, services or enhancements; coordinates roll out and training materials. This includes information memos, operations manuals, user guides and in person/online presentations.
• Acts as an advocate and internal representative for Clearing Members so their product and service needs are communicated internally as necessary ensuring that the Member's needs are addressed
• Performs Masterfile account updates and verification of changes for members
• Assists with departmental self-testing and writing of procedures and job aids
• Other duties as assigned
• Supervisory Responsibilities None

Qualifications

The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary functions.

• [Preferred] Previous options/financial industry background
• [Required] Strong oral and written communication skills
• [Required] Strong customer service skills
• [Required] Ability to interact in a professional manner with internal and external participants (including but not limited to co-workers, management, clearing members and exchanges)
• [Required] Ability to cover various shifts and work overtime, if conditions warrant
• [Required] Strong analytical, conceptual and problem-solving abilities
• [Required] Ability to manage and prioritize assignments and respond to rapidly shifting priorities
• [Required] Acts with increasing independence and displays significant business acumen and process knowledge

Technical Skills & Background

• [Required] Microsoft Office proficiency especially proficient in PowerPoint, Excel, and Word Certifications None Required

Education & Training

• Bachelor's Degree in business
• 3+ years of experience

About Us

The Options Clearing Corporation (OCC) is the world's largest equity derivatives clearing organization. Founded in 1973, OCC is dedicated to promoting stability and market integrity by delivering clearing and settlement services for options, futures and securities lending transactions.

As a Systemically Important Financial Market Utility (SIFMU), OCC operates under the jurisdiction of the U.S. Securities and Exchange Commission (SEC), the U.S. Commodity Futures Trading Commission (CFTC), and the Board of Governors of the Federal Reserve System.

OCC has more than 100 clearing members and provides central counterparty (CCP) clearing and settlement services to 19 exchanges and trading platforms.

More information about OCC is available at www.theocc.com.

Benefits

• A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness.
• A hybrid work environment, up to 2 days per week of remote work
• Tuition Reimbursement to support your continued education
• Student Loan Repayment Assistance
• Technology Stipend allowing you to use the device of your choice to connect to our network while working remotely
• Generous PTO and Parental leave
• 401k Employer Match
• Competitive health benefits including medical, dental and vision
• Visit https://www.theocc.com/careers/thriving-together for more information.

Compensation

The salary range listed for any given position is exclusive of fringe benefits and potential bonuses. If hired at OCC, your final base salary compensation will be determined by factors such as skills, experience and/or education. In addition, we believe in the importance of pay equity and consider internal equity of our current team members as part of any final offer. We typically do not hire at the maximum of the range in order to allow for future and continued salary growth. We also offer a substantial benefits package as noted on www.theocc.com/careers All employees may be eligible for a discretionary bonus. Discretionary bonuses are based on various factors, including, but not limited to, company and individual performance and are not guaranteed.

Salary Range $63,900.00 - $84,200.00

Incentive Range 6% to 10% This position is eligible for an annual discretionary incentive compensation award, for which the target range is listed above (see Incentive Range). The amount of such award, if any, will be based on various factors, including without limitation, both individual and company performance.

Equal Opportunity Statement

OCC is an Equal Opportunity Employer. OCC is an equal opportunity employer that is committed to diversity, equity, and inclusion. OCC provides equal employment opportunities to all employees and applicants for employment without regard to race, color, national origin, citizenship status, sex, sexual orientation, gender identity or expression, disability, age, marital status, religion, veteran status, or any other characteristics protected by applicable federal, state, or local laws. Numerous studies have shown that people from certain groups are less likely than others to apply to jobs if they believe they do not meet 100% of the requirements. We encourage everyone to review our open positions and apply if you think your experience may be a match, even if you do not meet all of the qualifications. Your perspective may be an element we need to continue building innovative solutions to support the markets and market participants we serve.

If you need a disability related accommodation for any part of the application process, please email [e-mail].