Senior Client Service Associate

Job Overview

The Senior Client Service Associate is dedicated to supporting our new and existing customers to ensure they receive the maximum benefit of their OSTTRA services. This position focuses on providing application and technical support for our Global client base. The ideal candidate will possess strong client focus, excellent communication and organizational skills, and demonstrate advanced expertise in their field. The role requires working directly with OSTTRA customers as well as internal projects, onboarding, and development teams. This is a client-facing role; as such, the ideal candidate works well under pressure while keeping client needs paramount. The primary purpose of this role is to contribute as a senior member of the support team in New York, align with the global approach, optimize processes, and help deliver top level support to our clients.
Key Responsibilities Include

• Act as a primary point of contact for key clients, building and maintaining strong relationships.
• Monitor Salesforce queues to ensure all cases are addressed promptly and professionally.
• Troubleshoot and resolve complex client issues, ensuring high levels of client satisfaction.
• Develop an in-depth understanding of the fintech platform, products, and services.
• Align with global strategies and contribute to a unified client service approach.
• Identify and recommend process enhancements to improve client experience and operational efficiency.
• Analyze client service metrics to identify trends and opportunities for improvement.
• Serve as a resource for junior team members, offering guidance and expertise.
• Collaborate with internal teams to ensure timely and efficient problem resolution.
• Participate in and contribute to special projects, pilots, or initiatives aimed at enhancing client services.

Qualifications Include, But Are Not Limited To

• 7-10 Years Experience in Financial technology services and/or banking
• BA/BS in Business, Finance, Economics or Computer Science preferred
• Excellent communications skills and experience dealing with clients at various levels. Knowledge of trade life cycles with middle and back office experience
• Experience working with OSTTRA services (MarkitWire, OSTTRA Trade Manager, TradeServ) is a big bonus.
• Ability to work under pressure to resolve client issues including those which are novel to the team
• A proven track record in managing multiple stakeholders, often at the senior leadership level, both internally and client facing
• Hands on technical experience utilising database tools and an understanding of common transport protocols including MQ, Email, FTP and SFTP.
• Experience working in Windows, Unix, and Linux environments and proficiency using MS Office suite.
• Ability to work flexible hours / shifts.
• Ability to work both independently and within a team to follow through on issues from beginning to end.

Location: New York, US
Salary: 95,000 - 115,000 / annual gross salary

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. OSTTRA has perks for your partners and little ones, too, with some
• best-in class benefits for families.

About OSTTRA

Launched in 2021, OSTTRA unites four businesses that have been at the heart of post-trade evolution and innovation for over 20 years: MarkitServ, Traiana, TriOptima and Reset.
With an outstanding track record of developing and supporting critical market infrastructure, our combined network connects thousands of market participants to streamline end to end workflows – from trade capture at the point of execution, through portfolio optimisation, to clearing and settlement.
Joining the OSTTRA team is a unique opportunity to help build a bold new business with an outstanding heritage in financial technology, playing a central role in supporting global financial markets. Learn more at www.osttra.com.