Senior Associate, Member Services

What You'll Do:
This role's primary responsibility is to support a team responsible for maintaining exceptionally high levels of client satisfaction by enhancing the Clearing Member's experience with clearing their existing and new products. The role must possess a basic understanding of OCC's products, systems, and processes as well as a broad understanding of the industry as a whole. The role supports the team that provides daily support to members related to operational questions 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 supports a team that is the main interface between 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:
To perform this job successfully, an individual must be able to perform each primary duty satisfactorily.

• Support the team maintaining relationships with approximately 15 clients per person, including key clients
• Support team members who respond to complex inquiries and resolve problems independently through explanation of facts and details; explain trade processing and clearing, corporate actions, data transmission technical specifications, etc.
• Has demonstrated basic 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
• Support team's ability to effectively interprets clearing member needs, assesses requirements and identifies solutions to non-standard requests
• Works with Clearing Member to make sure solution meets their needs
• Has a basic understanding of client businesses across numerous OCC memberships
• Supports professionals that gather and analyze pertinent information about Clearing Member's business in order to anticipate the needs of the members and increase the Clearing Member satisfaction
• Implements procedures for clients' visits by leading meetings with senior management at clients' offices
• Supports development of analyses of member performance and works to develop recommendations for improvement
• Coordinate activities related to account changes, terminations and business expansions ensuring all activities are performed in accordance with procedures and in a professional timely manner
• Responds frequently to day-to-day, routine Clearing Member inquiries received via phone or email and coordinates resolution with the appropriate department
• 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

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] Excellent organizational, verbal, communication and writing skills
• [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

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

Who We Are
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.
What We Offer
A highly collaborative and supportive environment developed to encourage work-life balance and employee wellness. Some of these components include:
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
Competitive health benefits including medical, dental and vision
Step 1
When you find a position you're interested in, click the 'Apply' button. Please complete the application and attach your resume.
Step 2
You will receive an email notification to confirm that we've received your application.
Step 3
If you are called in for an interview, a representative from OCC will contact you to set up a date, time, and location.
For more information about OCC , please click here .
OCC is an Equal Opportunity Employer