12 month Intern - Customer Service Analyst

Job Title: Customer Support Analyst (Undergraduate Placement)
Location: Global Operations Centre
Department: Enterprise Application & System Entitlements (EASE) & CME Co-Location Support
Term: Undergraduate Placement / Internship
Role Overview
Are you looking to kickstart your career in Financial Services? This is a premier opportunity to join a global corporate environment and gain front-line experience within a 24x7 support team.
As a Customer Support Analyst, you will be the first point of contact for CME Co-Location customers and users of high-stakes trading applications. You will balance technical troubleshooting with world-class customer service, ensuring that traders and administrators have the support they need to navigate risk management and post-trade services effectively.
Principal Accountabilities

• Omni-channel Support: Respond to customer requests via phone, email, IM, chat, and workflow tools with the highest degree of professionalism.
• Technical Troubleshooting: Provide Level 1 support for trading applications (including CME Direct, Brokertec, and EBS). Distinguish between system issues and user error, escalating or re-educating users as necessary.
• Compliance & Documentation: Maintain a rigorous audit trail (CFTC and SOX compliant) by writing clear, concise tickets for every interaction within the CRM system.
• Knowledge Management: Contribute to the internal Knowledge Base and ensure documented procedures remain current and accurate.
• Global Collaboration: Work alongside international colleagues to resolve complex requests and participate in ongoing training to stay ahead of product and policy updates.
• Project Work: Assist with ad-hoc projects to improve team efficiency and service delivery.

Candidate Requirements

• Education: You must currently be an undergraduate student in active education.
• Experience: Previous experience in a Customer Service role is essential.
• Communication: You are a confident and clear communicator, capable of explaining complex processes to a diverse range of stakeholders.
• Mindset: A proactive learner who thrives in a fast-paced environment and is comfortable working as part of a 24x7 global rotation.
• Technical Aptitude: An interest in financial markets and the ability to quickly learn front-end trading platforms and CRM tools.

Why Join Us?

• Professional Growth: Gain direct exposure to the infrastructure enabling global trading and risk management.
• Global Exposure: Work within a truly international team, collaborating with offices across the world.
• Structured Training: Benefit from continuous learning opportunities to develop expertise in CME Co-Location products and financial services policy.

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.

Important Notice: Recruitment fraud is on the rise, with scammers using misleading promises of job offers and interviews to solicit money and personal information from job seekers. CME Group adheres to established procedures designed to maintain trust, confidence and security throughout our recruitment process. Learn more here.