Senior Associate, Member Services

***** 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.

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 s 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.

• 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

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…