CLIENT SERVICES ASSOCIATE
: Job Details :

Job Title: Client Services Associate Business Unit: Client Services Location: Chicago Reports To: Director Client Services Position Summary: Provide Client Services Support for RJO's Introducing Brokers, Commercial and Institutional clients as well as end line clients and in-house brokers and employees. This position will be responsible for the ongoing support of existing and new clients by taking calls, providing first level of solution support and ensuring follow up support. The position is responsible for servicing clients in three phases: providing the initial point of contact with the firm, performing first level of solution support, and ensuring follow up support if necessary. Training and handling problems and questions in all order entry systems, including proprietary systems as well as third-party systems. Duties & Responsibilities: Responsibilities include but are not limited to: Handle customer problems/Trainer Provide Level One Support, by answering Client Services requests, by phone, email, fax, or in person. Tickets will be created and best effort to resolve will be performed. Follow up on all phone and email requests. All issues, requests and resolutions must be entered into ticketing system. Monitor emails from the Client Services mailbox, respond and escalate where necessary. Training clients and customers on RJO protocols and technology. All issues and requests will be documented in call tracking software (ZenDesk). Follow-up notes, updates and resolutions to be documented as well. Standard Operating Procedures and Knowledgebase material to be created and updated on an on-going basis. Track changes in customers on various reports available to employees. Qualifications: Prior Help Desk experience required. Must be able to navigate basic Windows programs, including Microsoft Office (Word, Outlook, Excel). Basic understanding of GMI, knowledge of trading platforms like CQG, PATS, and TT a plus. Industry experience preferred; Helpful to understand futures trading & clearing, and the time-sensitive pressures. Ability to politely and patiently field customer calls, diagnose problems, and offer instruction & advice. Ability to make decisions under pressure and prioritize addressing a wide variety of problems. Bachelor's degree preferred It is the policy of R.J. O'Brien & Associates, LLC to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, citizenship, genetic information, or any other characteristic protected by law. Search Firm Representatives please read carefully: R.J. O'Brien & Associates, LLC (RJO) is not seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity. All resumes submitted by search firms to any employee at RJO via-email, the Internet or directly to hiring managers at RJO in any form without a valid written search agreement in place for this position will be deemed the sole property of RJO, and no fee will be paid in the event the candidate is hired as a result of the referral or through other means.