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 applicationand 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 (Traiana FX Harmony) or other FX related post trade processing platforms
- 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, USA
Salary Range: 95,000 - 115,000 USD annual gross salary
