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Client Support Specialist
Intercontinental Exchange
Bedford, MA, United States
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JOB DESCRIPTION
• Working within the Client Service team, the candidate will be responsible for providing a high level of support for a portfolio of our top global clients. The preferred candidate will work closely with other Client Support Specialists to ensure service is maintained at the highest possible level. He/she will be motivated and determined, while possessing the necessary customer service skills, in order to achieve maximum customer satisfaction.
• The ideal candidate will have operational and client facing experience, and must exhibit a desire and aptitude for learning all areas of our business and understanding how we fit into a global client’s workflow. He/she must possess outstanding customer service skills and think broadly about the overall client experience.
Duties and Responsibilities
• Research and respond to client queries, via email and phone, in an expeditious, thorough and professional manner; while taking great care to keep client informed of action being taken
• Exhibit an understanding of internal and external products
• Review all outstanding tracking queries on a daily basis for a status check
• Work flexible shifts between 8:00 AM and 8:00 PM to ensure proper coverage
• Communicate with Client Support Specialists to ensure maximum efficiencies
Knowledge and Experience
• Bachelor’s degree required
• Basic knowledge of the Financial Services industry.
• Organized and ability to multi-task
• 1 to 3 years of experience working in a professional work environment
• Effective listening, verbal and written communication skills
• Thorough problem solving, analytical and follow-up skills
• Good PC skills
• Proven success working in a team environment
• Positive attitude and deep customer service orientation
• Able to multitask and take command of situations with confidence and control
• Track record of collaborating with multiple teams to achieve objective
Core Competencies
Competencies are the skills and behaviors that are critical both to your personal performance and to ICE’s continued success. The core competencies apply to every member of staff working for ICE.
Teamwork
• Offers time and/or assistance to colleagues; is widely regarded and respected as someone to go to for help
• Fosters friendly and cooperative relationships with others; colleagues enjoy working with the
• employee
• Shares knowledge and mentors staff; works to develop others’ knowledge as well as own
• Gives and shares credit as appropriate
• Contributes to recruiting and training efforts of others, including candidate referrals, job interviews and mentoring
• Attends and participates in company and department level functions inside and outside of the office
Problem-Solving & Decision-Making
• Demonstrates an understanding of the urgent nature of our business and the need to proactively find and fix problems quickly and effectively takes ownership and follows through on decisions; doesn’t minimize or forget about problems
• Determines and fixes root causes rather than just treating symptoms
• Applies novel techniques to solve problems that are more ambiguous; challenges long-held beliefs when necessary
• Quickly and effectively identifies alternative solutions and the pros/cons of each; confirms that a proposed solution has no unintended consequences
• Takes steps to mitigate risk
• Consults with colleagues and recommends solutions based on the best interests of customers and shareholders, even when the opinion is unpopular
Communication
• Actively listens and speaks to, not over, others
• Uses clear and constructive language orally and in writing
• Communicates important developments to the relevant and appropriate audiences in a timely and consistent manner
• Asks follow-up questions to ensure all points are understood
• Takes time to objectively listen to all viewpoints before forming an opinion
• Builds consensus among differing views
Professionalism & Integrity
• Makes a positive impression; represents the company well on the phone and in person, including maintaining attire and appearance that is consistent with company image and appropriate for employee’s role
• Models a ‘can-do’ attitude and takes initiative as a self-starter; inspires and motivates others to do the same
• Embraces, rather than resists, additional responsibilities
• Refrains from office gossip; settles rather than creates conflict with and between others
• Exhibits desired work habits including regular office hours and extra hours when necessary while minimizing breaks and non-work related activities
• Adheres to all corporate policies; makes prudent use of company resources
LOCATION MA: Bedford
FULL TIME / PART TIMEFull time
Intercontinental Exchange
ICE is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.