Client Service Analyst

Overview

The OTC Rates & Credit Clearing team delivers global operational support for Prime Brokerage across a wide range of trading products in a fast-paced, evolving environment. You’ll find opportunities to learn, grow, and take on new responsibilities, with staff excellence recognized through career advancement and promotion.

As a Client Service Analyst on the OTC Rates & Credit Clearing team, you will act as the main contact for clients, handling inquiries, resolving issues, and ensuring smooth onboarding and ongoing support for OTC clearing products. In this role, you will collaborate closely with internal teams to deliver efficient trade processing, address exceptions, and enhance the overall client experience. Your primary responsibilities will focus on day-to-day client service controls, supporting OTC Rates & Credit Clearing clients.

• Serve as the end-to-end owner of OTC Rates & Credit Clearing trade and support processes, overseeing all aspects of Operations Service delivery and client training, and acting as the primary point of contact for clients regarding OTC Rates and Credit Clearing products.
• Effectively manage client inquiries, promptly resolve issues, and provide timely updates on trade status, clearing processes, and account management.
• Build and maintain strong relationships with high-profile and high-revenue clients, ensuring exceptional service and satisfaction.
• Collaborate with internal teams—including Operations, Technology, and Product—to facilitate seamless client onboarding and deliver ongoing support.
• Proactively monitor and address trade exceptions, reconciliation discrepancies, and reporting requirements to uphold the highest service standards.
• Identify and implement opportunities to enhance the client experience and drive process improvements within the clearing service function.
• Partner with clients to understand their business and service needs, validate requirements against service offerings, and implement effective support processes within the Client Service team.
• Investigate root causes of process inefficiencies and propose actionable solutions for continuous improvement.
• Lead user acceptance testing (UAT) and support the rollout of functionality that promotes Straight-Through Processing (STP).
• Encourage and maximize client utilization of self-service tools to improve efficiency and client satisfaction.
• Demonstrate a proactive approach to improving service offerings, challenging existing processes, and adapting quickly to new client demands. Exhibit strong organizational skills, intuition, and the ability to multitask in a high-pressure environment, with a results-oriented mindset.

• Extensive experience with OTC Credit and Rates derivatives products
• Solid understanding of the clearing business model
• Proven track record in client service
• Ability to perform effectively under pressure and meet tight deadlines
• Proficiency in Microsoft Office applications
• Skilled in leveraging data to develop metrics and generate reports

• Alteryxand VBA Macros experience

Please note this role is not eligible for employer immigration sponsorship.