Senior Client Service Associate

Job Overview


About the Role:
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.
Responsibilities and Impact:
• 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.
What we’re looking for:
Fundamental requirement:
• 5+ 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 or post trade processing platforms is preferred but not required.
• 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 is preferred but not required.
• 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.
The location: New York, USA
Right to work requirements:
This role is limited to persons with indefinite right to work in the United States.
Compensation/benefits information:
The anticipated base salary range for this position is $95,000 to $125,000. Final base salary for this role will be based on the individual’s geographic location, experience level, skill set, training, licenses and certifications.


Our Benefits: Global vision, local impact
At OSTTRA, our benefits philosophy offers a market-competitive package that reflects our position as an industry leader. We want to ensure you feel valued, secure, and empowered wherever you are in the world.
Our approach is built on three core pillars:
• Global foundations: We provide a baseline of excellence across all our offices, focusing on comprehensive Health & Wellness, Financial Security, and Work-Life Balance. No matter your location, you are part of a culture that prioritizes your holistic well-being.
• Locally tailored: We benchmark in each market to ensure our packages are genuinely competitive where you live and work.
• Flexibility and growth: We empower you to work in a way that suits your life. This includes a hybrid working model, generous leave policies, and a commitment to your continuous professional development.

The Trust employee ownership plan
Every employee at OSTTRA is an owner, and a member of The Trust, our employee ownership programme. Our distinct culture encourages colleagues to think and act like owners and raise the bar constantly.
This plan reflects our belief that when we work together to build a stronger, more valuable organisation, then all colleagues should benefit from the value we create.
About OSTTRA
We build and operate the infrastructure that the world’s post-tr