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Client Service Associate
London Stock Exchange
Charlotte, NC, United States
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The Client Service Associate is a critical role within the FTSE Russell division of the London Stock Exchange Group. The global team is the first point of contact for all FTSE Russell inquiries across the range of data produced on a real-time and end of day basis. This encompasses the thousands of indices calculated on a daily basis, from global benchmarks to the primary domestic indicators, from equities to fixed income, Developed markets to Frontier, and a growing range of thematic and alternative weighted indices.
The role is reporting to the Head of Client Services North America, based in Fort Mill
Key Responsibilities
The Client Services Function
• Liaising with clients directly to help understand and resolve their queries, taking ownership of the queries, and ensuring that they are co-ordinated among departments, escalated as necessary, and dealt with in conjunction with SLAs and expectations.
• Clear ongoing management of outstanding requests to ensure the required level of visibility.
• Build close working relationships with the FTSE Russell clients to ensure they are receiving the best possible service and fully understand how to use the services available to them.
• All client queries are logged via the dedicated Helpdesk software. Regularly monitoring open queries and producing daily reports on the volume and types of queries received. Flag trends and uncover potential opportunities for training.
• Work closely alongside the Global Client Service teams to continuously strive to improve the service we provide to clients.
Client Service Administration & Reporting
• Assist with the regular reporting requirements which are necessitated by an internal business requirement i.e. Sales/Business Development. Work with these teams to understand and deliver their necessary reporting.
• Regular external client reporting on a weekly, monthly and quarterly basis. This is in line with the Global reporting standards across all teams.
• Extracting data (historical time-series, constituents, performance) on a bespoke basis upon client request. Manipulation of data and presentation in Excel, PDF, PowerPoint etc.
Communication
• Assist with the dissemination of information regarding new products and services and enhancements to FTSE’s clients. Work with clients to ensure they understand the impact and have all the information they require.
• Draft and send communications in relation to service disruptions. This takes the form of product delays, reissues and real-time service incidents. Work closely with relevant teams and adhere to tight deadlines.
• Capture the most updated client’s information to ensure effective communication.
Sales Support
• Support the onboarding process for new clients in conjunction with the different Sales teams. This involves creating new accounts, welcome packs and permissioning all of the data the client is entitled to receive.
• Identify client training opportunities at the onboarding stage and ongoing client support process.
• Support the Sales team with new and existing FTSE clients. This will involve assisting with day to day queries and product support.
Candidate Profile / Key Skills
• Bachelors Degree or equivalent
• Demonstrable experience gained within the Financial Services sector.
• Knowledge and understanding of Financial Markets and available products and services.
• Sound Microsoft Office skills. Proficiency in Excel is essential.
• Ability to work to tight deadlines and in a fast moving environment.
• Excellent verbal and written communication skills.
• Capable of applying analytical and investigative thinking to complex client queries.
• Highly motivated and proactive.
• Ability to regularly re-prioritize own workload and delegate as required.
• Highly organized with an excellent focus on attention to detail.
• Be able to operate independently and as part of a global team across different time zones.
• Handle difficult situations with tact and understanding. Understand the client’s challenges and endeavour to work with them to resolve.
People are at the heart of what we do and drive the success of our business. Our colleagues thrive personally and professionally through our shared values of Integrity, Partnership, Innovation and Excellence are at the core of our culture. We embrace diversity and actively seek to attract people with unique backgrounds and perspectives. We are always looking at ways to become more agile so we meet the needs of our teams and customers. We believe that an inclusive collaborative workplace is pivotal to our success and supports the potential and growth of all colleagues at LSEG.
A career with London Stock Exchange Group offers you the opportunity to be at the centre of the financial community. As well as competitive salaries and a range of attractive benefits, we maximize each employee’s potential through personal development plans, training, coaching and mentoring.
Please take a moment to read this privacy notice carefully, as it describes what personal information the London Stock Exchange Group (“We”) may hold about you, what it’s used for, and how it’s obtained. If you would like this information to be removed from the London Stock Exchange Group HR database, please contact workday@lseg.com. If you choose to have your information removed, you will be removed as a candidate and we will not be able to progress your application for opportunities at the London Stock Exchange Group.