12 month Intern - Customer Service Analyst

Great opportunity to gain experience in a front line customer service environment within financial services!

The Analyst is part of the Enterprise Application & System Entitlements (EASE) and CME Co-Location Customer Support Team.  This position is responsible for responding to, managing, and resolving customer requests with the highest degree of courtesy and professionalism.  Analysts provide level one support for users as well as administrators of applications enabling trading, risk management, and post-trade services. Additionally, this position is the first point-of-contact for all CME Co-Location customers. The Analyst responds to customer calls, portal requests, and e-mails on a 24 x 7 team. Through ongoing training, Analysts develop an expertise in CME Co-Location products, front-end trading platforms, services, processes, and policies. Analysts follow and update documented procedures, contribute to the Knowledge base, and manage cases in the CRM ticketing system. A great opportunity within a global corporate environment where you will be working with colleagues from our offices through-out the world.

Principal Accountabilities:

• Assist customers via multi support channels (phone, email, IM, chat, workflow) and consistently follow documented procedures.

• Provide first level troubleshooting for tools/applications.  Determine if it is an issue or user error.  Escalate appropriately or re-educate user.

• Assist customers with the following trading applications, CME Direct, Brokertec and EBS

• Write clear and concise tickets for every customer interaction for audit trail purposes (CFTC and SOX compliance) and ensure anyone reading ticket can ascertain the issue and resolution.

• Contribute to the Knowledge base and keep procedures up-to-date.

• Participate in ongoing training to maintain knowledge of products, processes, and policies.

• Complete project work as assigned

To apply you must be in education currently as an undergraduate.

You must be a confident and clear communicator.

Must have previous experience in a Customer Service role.

CME Group: Where Futures are Made

CME Group is the world’s leading derivatives marketplace. But who we are goes deeper than that. Here, you can impact markets worldwide. Transform industries. And build a career by shaping tomorrow. We invest in your success and you own it – all while working alongside a team of leading experts who inspire you in ways big and small. Problem solvers, difference makers, trailblazers. Those are our people. And we’re looking for more.

At CME Group, we embrace our employees' unique experiences and skills to ensure that everyone’s perspectives are acknowledged and valued. As an equal opportunity employer, we consider all potential employees without regard to any protected characteristic.

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