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Client Service Specialist
Fitch Ratings
New York, NY, United States
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Fitch Ratings and Fitch Solutions are an equal opportunity / affirmative action employer, complying with all laws governing employment in each jurisdiction in which operating, and provide equal opportunity to all applicants and employees. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, disability, marital or protected veteran status, sexual orientation, gender identity and other status protected by applicable laws.
Responsibilities:
• Provide 1st level support for all Fitch Solutions products. Document and manage email and telephone queries to ensure a timely resolution and an overall positive client experience.
• Support users across all clients, internal users and FRUs, including WebEx training.
• Work closely with Product Support, Information Technology, Sales and other groups in the analysis, interpretation and resolution of client issues that occur within Fitch Solutions’ research, credit data and analytics products.
• Utilize internal system (Salesforce Service Cloud) to log issues, escalate unresolved queries and follow-up with relevant departments for issue’s resolution.
• Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.
• Take part to internal projects (Salesforce, metrics, etc.) if and when required.
• Attend weekly meetings with Product and IT to review all open/outstanding cases.
• Produce ad-hoc reports and clients’ usage statistics.
• On-board new clients efficiently and accurately within required timeframes.
• Enter sales opportunities into the CRM platform and assign to relevant sales person for follow-up.
• Identify, log and pass on leads to FS Sales, BMI Sales, Ratings BRM (Business Relationship Management), Fitch Learning.
Qualifications and experience:
• Educated to degree level or equivalent.
• Customer focused with a commitment to providing exceptional client service.
• Broad technical / product / content knowledge and understanding of clients’ needs.
• Prior experience in a client support role is a distinct advantage.
• Quick learner with excellent attention to detail.
• Highly motivated, flexible, proactive, and adaptable to change.
• Excellent troubleshooting and problem-solving skills.
• Team player with ability to work as an individual.
• Excellent organisational and time management skills, including ability to prioritise and work under tight deadlines.
• Strong written and verbal communication skills.
• Foreign language fluency would be a distinct advantage. Fluent written and verbal Spanish or Portuguese would be preferred, other languages desirable.
• Knowledge of Fixed Income products preferred but not required.
• Prior experience with Datafeeds, Web based platforms, API or Excel Add-in is a plus.