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Operations Analyst

Location : Charlotte, NC
Job Type : Direct
Reference Code : TVCLT
Hours : Full Time
Required Education : Bachelors Degree
Travel : No
Relocation : No



Job Description & Responsibilities





• Provide first line response to customer trading and system functionality questions and issues; record all queries in customer tracking system


• Learn proprietary trading system functionality and back office support to effectively communicate with customers and bring resolution to all customer queries


• Coordinate with customer technology staff and the ICE sales team to assist in setting up new users and resolving customer issues on an ongoing basis


• Real-time surveillance of electronic trading activity in ICE Futures products on ICE


• Provide training on the ICE website, trading platform functionality, and specific trading information related to OTC and futures markets


• Assist in quality assurance testing of new system functionality, support ongoing tests of system back-up capabilities, and assess need for regular software upgrades to the trading system


• Monitor the health and usage of all systems and vendors supporting the platform, escalating persistent or high-priority problems to the appropriate staff


• Produce periodic operational reports, document and update internal procedures, and assist with special projects as needed


• Provide front-line customer service support


• Provide a quick turn-around to trade disputes


 



Knowledge And Experience




• Bachelor's Degree with 2+ years’ work experience in a customer service/support role


• Exposure to commodity markets, financial trading environment or equity brokerage business is essential; exposure to futures markets is a plus


• FX/ Derivatives experience preferred


• KYC/AML experience


• Good problem-solving and analytical skills


• Friendly, professional telephone manner and strong interpersonal skills


• Must be self-directed and be able to work within a team environment 


• Strong attention to detail and ability to multi-task under pressure


• Working knowledge of computers, Microsoft operating systems and in-depth knowledge of standard Microsoft Office application programs


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