Fixed Income, Currencies and Commodities Electronic Trading Client Service Specialist - Senior [...]

Own the client experience at the center of electronic trading where speed, precision, and control discipline matter. You will lead critical enablement and service activities, partner across Sales, Operations, and Technology, and drive timely resolution of high-impact issues in a high-volume environment.

As a Fixed Income, Currencies and Commodities Electronic Trading Client Service Specialist, you will lead Private Bank user enablement and day-to-day support on proprietary and multi-dealer electronic trading platforms operating 24 / 5.5. You will act as a point person during onboarding and production issues — coordinating cross-functional stakeholders, setting priorities, and ensuring clear communications through resolution. Your work will directly protect the client experience and uphold a strong risk and controls culture.

Job Responsibilities

• Lead end-to-end onboarding and enablement for Private Bank users on the proprietary Execute electronic trading application.
• Drive stakeholder alignment across Sales, Operations, Technology, and Controls to deliver timely, well-governed user setup and readiness.
• Manage entitlements, limit setups, and associated control checks, ensuring complete documentation and auditability.
• Serve as escalation lead for client service issues, setting direction, coordinating actions, and driving issues to closure with clear ownership.
• Perform rapid triage of platform/workflow issues, distinguish root cause vs symptoms, and mobilize appropriate teams for resolution.
• Challenge requests that introduce risk, elevate concerns appropriately, and communicate trade-offs and recommendations to management.
• Provide clear, proactive updates to internal stakeholders and clients, including incident timelines, expected next steps, and ETAs.
• Identify recurring issues and lead process improvements to reduce enablement friction and incident volume.
• Contribute to team capability by sharing knowledge, improving runbooks, and supporting training/mentoring for less experienced team members.

Required Qualifications, Capabilities, and Skills

• Demonstrated ability to lead through influence in a fast-paced, time-sensitive environment with multiple stakeholders.
• Strong risk and controls mindset with the confidence to challenge, elevate, and document decisions under pressure.
• Proven incident or issue management skills, including prioritization, structured triage, and driving cross-team resolution.
• Ability to understand complex system workflows and investigate problems logically end-to-end using evidence and data.
• Strong communication skills with the ability to tailor messages for clients, senior stakeholders, and technical partners.
• Strong analytical skills, attention to detail, and disciplined execution on high-volume, high-impact requests.
• Strong interpersonal skills and ability to build trusted partnerships across functions and seniority levels.
• Ability to prioritize effectively, manage competing deadlines, and maintain service quality during peak demand.

Preferred Qualifications, Capabilities, and Skills

• Experience supporting electronic trading platforms and/or vendor systems in a production environment.
• Familiarity with onboarding, entitlements, limits, and control frameworks for electronic trading access.
• Product knowledge in Foreign Exchange and/or Commodities.
• Experience partnering closely with Sales, Operations, and Technology teams in a trading environment.
• Experience creating enablement materials, runbooks, or delivering training to users or internal teams.
• Experience leading or contributing to continuous improvement initiatives (process, controls, or tooling) in a client service function.

Equal Opportunity Statement

We are an equal-opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.