Senior Client Service Associate

Responsibilities

• 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.

Requirements

• Fundamental requirement: 5+ Years Experience in Financial technology services and/or banking.
• Bachelor's degree (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.
• Ability to work flexible hours / shifts.
• Ability to work both independently and within a team to follow through on issues from beginning to end.

Qualifications

• Ability to work in a Windows, Unix, and Linux environment and proficiently use MS Office suite.

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, Locally tailored, and Flexibility and growth.

About OSTTRA

We build and operate the infrastructure that the world’s post-trade financial system runs on. Launched in 2021, we have unified more than 20 years of heritage and expertise from four industry leaders into a single, integrated business. Today, we operate a trusted network that connects thousands of market participants to streamline end-to-end workflows, from trade capture through portfolio optimisation. We translate industry change into workable process, engineering an open, intelligent ecosystem that removes friction and reduces risk for the global markets. Our distinct ownership culture is underpinned by four behaviours: boldness, curiosity, accountability, and collaboration. In 2025, we were acquired by KKR, one of the world’s most successful private equity firms, and are on a journey of growth and impact. Joining our team now is a unique opportunity - you will help to shape the next generation of post-trade, transform shared infrastructure into shared benefit, and accelerate your own career.

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.