The Associate Principal of Investor Education is a multi-faceted role responsible for providing education to market participants about the products OCC clears by:
Supporting an investor education communications center for internal constituents, industry participants, and the public.
Developing and presenting various investor educational programs.
Collaborating on investor education with internal partners and industry stakeholders to support educating current and potential investors and internal colleagues about the listed U.S. options markets.
Primary Duties and Responsibilities:
Investor Communications Support
Respond to customer inquiries via phone, email and chat in a sincere, courteous, and professional manner, meeting or exceeding defined service levels.
Resolve trading complaints independently through explanation of complex facts and details; explain advanced product strategies, adjustments due to splits/mergers, etc.
Obtain investor/broker information and accurately enter the information to the database while communicating with caller, ensuring the integrity of the data.
Interact inter- and intra-departmentally to obtain information necessary to resolve customer issues as well as to share within the department for education and training.
Understand compliance communication standards and ensure that all communications adhere to those standards.
Education Content Development and Delivery
Contribute to the design, development, and implementation of all aspects of Investor Education content including but not limited to digital courses, webinars, website material, newsletters, and blogs.
Serve as an instructor for in-person and online presentations.
Represent Investor Education at in-person and virtual conferences, trade shows, and on panel discussions.
Critique sponsored research.
Support educational program marketing activities and business initiatives with other cross-functional teams.
Travel required for live presentations, conferences, meetings, etc. up to 25% of the time.
Foster collaborative efforts with OCC member firms and participant exchanges.
Build and maintain a network of meaningful partnerships with various market segments including individual investors, financial advisors and institutions, with measurable results.
Collaborate with team members and respective committees to help build and execute a strategy to engage and educate investors and financial advisors.
Update and maintain customer and partner information in a customer relationship management (CRM) system.
Assist Investor Education marketing team on outreach strategies including event marketing, industry sponsorship, vendor contract management, content development or editorial review of collateral materials.
Effectively organize the workday to maximize productivity by utilizing proper time management techniques and adhering to the schedule.
Provide regular status updates on progress against business goals to Investor Education management via written trip, meeting and activity reports.
Participate in various Investor Education meetings, conference calls and projects.
Ensure compliance with all company-wide and departmental policies and procedures.
Participate in Disaster Recovery/Business Continuity activities and work from designated back-up location(s) or via VPN.
Participate in periodic testing of key controls, non-key controls and job aids to ensure policies and protocols are being properly followed. Help department proficiency by creating or updating Job Aids as necessary.
Perform other duties as assigned.
The position is based in OCC’s Chicago office.
Extensive knowledge of options, futures, exchange markets, clearing process and the financial industry. Minimum of 5 years of industry experience.
Subject matter expert and experience trading options at a broker dealer or money management firm or supporting institutional options activity with a background in options price theory and strategies.
Ability to discuss options and futures product issues, strategies, order routing and exchange technology, corporate actions and split/merger announcements, complaints and other related industry topics.
Ability to adapt to changing priorities.
Effective written and verbal communication, time management and organizational skills.
Effective public speaking skills and ability to convey complex concepts in an easy to understand manner.
Strong collaboration skills.
Excellent customer service skills and ability to resolve client escalation issues.
Experience in creative design and understanding of digital learning best practices preferred.
Strong work ethic, positive attitude and professional demeanor.
Strong learning agility.