Chloe Yap

• Collaborate with cross-functional teams and product manager to enhance overall efficiency in daily trading operations
• Lead training sessions for junior team members on best practices in trading operations, in building a more knowledgeable team and contribute to a smoother operation during peak trading hours

FX, FX Options, Rates Markets:

• Gain and maintain an understanding of brokered products related to the Market Administrator’s trading application

• Familiarity with STP workflows, RTNS and MarkitWire (trade notification systems)and FIX protocols

UAT (User Acceptance Testing):

• Test all new software releases before rollout, including upgrade and release testing during out-of-hours coverage

• Collaborate with product management to raise workflow and system improvements

STP (Straight-Through Processing):

• Investigate system logs and outputs to resolve tradeflow issues between front-office systems and trade processing systems

• Ensure platform data accuracy through updates and proactive monitoring

• Utilize knowledge of RTNS and MarkitWire trade management systems to streamline trade workflows and address operational bottlenecks

Platform Connectivity:

• Monitor trading activity and resolve issues relating to platform connectivity, trades, and orders

• Perform hands-on incident and problem management, including escalation, resolution, and follow-up

Broking Desk Support:

• Provide first- and second-line support for trading platform issues, handling trade investigations and client queries.

• Manage support chats, user queries, and incidents in a timely manner

Account Setup:

• Static data configuration for both client and instrument set up

• Manage customer and trader onboarding, including setting up accounts on TP ICAP trading platforms (e.g., Fusion)

• Ensure accurate and timely management of customer data, including real-time credit elements

• Investigate client's payment issues using on-chain analysis tools and explorer to trace, verify, and resolve discrepancies and dispute
• Settlement break/fails and account reconciliations
• Extract data for Risk & Financial Compliance team’s analysis
• Use tools and shell scripting to help analyze product, database and networking log files to investigate the root cause of issues
• Communicate customer’s feature requirements to product development & engineering for product functionality development and roadmap

• Assist on all merchants operations related to their daily use of our payment solutions
• Responsible for products configuration and testing required for new merchant onboarding in a timely and accurate manner
• Partner with Customer Support, Sales, and Software Development to resolve issues that arise during merchant trials, integrations, or post implementation support
• Collaborate with Risk Monitoring team to set fraud prevention and detection decision tree rules to help mitigate frauds - Liaise regularly with internal teams (Compliance/ Underwriter/ Implementation Engineers) to ensure a smooth onboarding process

• Support analysis, identification and marking various datasets to ensure accuracy rate
• Ensure data quality of the highest grade with accurate labelling to optimize AI/ML models

• Assisted with social media engagement and outreach to potential customers for webinars
• Performed research activities to find potential contributors to Barchart's subsidiary, InsideFutures.com (which provides information relating to futures and commodity quotes, charts, technical opinion, trading analysis, forex, equities markets, and various market commentaries)
• Assisted in updating company database and customer relationship management systems (CRM)

• Ensured fulfillment of all order change request within specified service level agreements (SLAs) as SME(Subject Matter Expert)
• Solved order audit, risk, payment, and delivery blocks to support order cycle target, process order amendments, RMA, credits, account balancing documents, etc
• Software License fulfillment(Mac App Store) using FileMaker Pro
• Coordinated and work cross-departmentally to prevent/resolve escalations
• Collaborated with automation team to automate existing manual operational process
• Partnered with business process re-engineering (BPR) team to drive daily execution process improvement
• Participated in project work and cross-region UAT as required in order to implement improved systems
• Contributed to timely resolution of distressed shipment/complex RMA mismatch issues with logistics/warehouse
• Daily credit block management / assessment to ensure Order Cycle Time(OCT)
• Performed credit management task by release / blocking sales order
• Performed authorization reversal and manual settlement

• CSR with expertise providing customer support and bringing Apple Experience to customer in high call volume environment
• Exceptional computer aptitude and telephone etiquette