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Market and Client Support Associate

New York
It's time to transform markets
Existing workflows within syndicated loan and CLO markets are painful for clients: they are outdated, overcomplicated, and time-consuming. It’s time for a change. 

Octaura is reimagining the way these markets trade, with efficiency, transparency and simplicity at the heart of what we do. We bring trading capabilities, data and analytics together for the first time on a digitized platform–fundamentally transforming the markets and streamlining workflows like never before. 

At Octaura, everyone belongs
It’s essential that Octaurians are confident in knowing they have the space to use their voice and talents. The world is diverse and we actively want our team to reflect this. We’re a values-driven company and by engaging, solving and evolving together, we create a culture that is collaborative, transparent, impactful and innovative. And fun!  
 
The role in a nutshell
The Market & Client Support team (“MCS”) provides knowledgeable front-line support to users of the Octaura platform(s) which includes traders and other client users (such as tech, IT and trade support staff), API users, and internal Octaura users. MCS proactively monitors market surveillance, market conditions, trader behavior, system performance, and connectivity, as well as accepts incoming calls and other communications using all necessary firm resources to address any user issues. 

As one of the first associates on the MCS team, you will report to the Head of Market and Client Support to create a world class market and client support program. This role works cross-functionally with Account Management, Product and Tech, and plays a critical function in supporting the growth and success of Octaura and our clients. The MCS team will orchestrate continuous improvements to customer support, onboarding, market surveillance, providing feedback and advising on trends, and will set the bar high for a positive client support experience.  

This is an exciting time for Octaura as we are rapidly growing and are looking for energetic, collaborative and driven thinkers to join us! Please note this role is based out of our NYC office and our current structure is 4 days (M-Th) in the office, Friday option to work from home. 
 
Core responsibilities
  • Act as the primary point of contact for customers inquiring about trade-related issues, including failed trades, trade breaks, trade allocations, and trade settlement
  • Research and resolve trade-related inquiries and issues promptly and efficiently, ensuring that all customer interactions are documented accurately in the customer relationship management system
  • Work closely with internal teams, including trading, operations, and compliance, to identify and resolve customer issues
  • Provide clear and concise explanations to customers on complex trade-related issues, using appropriate language and terminology
  • Troubleshoot technical issues related to trading platforms and other trading systems
  • Contribute to the development and maintenance of customer support knowledge base and documentation
  • Monitor and report on customer feedback and issues, making recommendations to improve the customer experience

Desired experience

  • Bachelor's degree in finance, economics, or related fields
  • 6 months+ years in client support within FinTech or Financial Services
  • Series 7/63 advantageous. Willing to learn and gain certifications also acceptable 
  • Attention to detail
  • Strong communication skills 
  • Flexible and adaptable to meet the needs of a growing firm

The base pay range for this position in New York is $80,000 - $100,000 annually. Pay may vary depending on job-related knowledge, skills, and experience. Equity and year-end bonus may be provided as part of the compensation package, in addition to a full range of medical, financial, and other benefits, dependent on the position offered. Applicants should apply via Octaura's internal or external careers site.

Octaura Work Perks
At Octaura, our people are our most valuable asset, and we are pleased to offer the following benefits to all full-time employees: 
  • Competitive compensation and equity 
  • Flexible Paid Time Off
  • Competitive Parental Leave  
  • Daily breakfast, coffee and snacks in the office 
  • 90% company-paid healthcare 
  • Onsite gym & discounted membership 
We’re committed to equal opportunity employment 
Octaura is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. 

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