Bank of America is looking for a Client Services Representative to join the Futures & Options team in Chicago, IL. This person will face off with their clients, and internal teams regarding trade commissions, client inquiries, trade breaks, incorrect trade allocations, brokerage commissions, etc. The business relies on this team for client relationships and client information so attention to detail, as well as client relations are very important. Each day will be different, based off the market and client requests, your job is to reduce market risk. This is a mid-level role, a backfill for a full time employee who left for an extended leave.
As a Client Relationship Manager/ 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:
* 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.
o Meetings should encompass a holistic view of the operational side of the relationship (Product, Collateral, Brokerage, Clearing, etc.)
o 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
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Series 3
* 3+ years of experience, the more the better
* Strong markets experience, specifically with Futures & Options
* Prior experience coming from a large financial institution (FCM)
* Familiarity with trade allocation process
* GMI experience and/or exposure