Client Service Associate

2 weeks ago

Charlotte, United States London Stock Exchange Group Full time
The Associate role is a critical role supporting FTSE Russell within the Benchmarks & Indices 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 every day, from global benchmarks to the primary domestic indicators, from equities to sustainable investments, Developed markets to Frontier, and a growing range of thematic and alternative weighted indices.

The Client Services Function

Liaise with clients and vendor partners directly to help understand and resolve their queries, taking ownership of the queries, and ensuring that they are coordinated among departments, advanced as necessary, and dealt with in conjunction with SLAs and expectations.

Provide support to non-clients (i.e. prospects), academics, media and the various internal collaborator teams

Identify opportunities to improve the client and internal customer experience. Ensuring you act as the voice of the client to promote improvements.

Closely monitor the health and feedback of our clients and raise as necessary to mitigate any potential issues

Ownership of a specific range of clients within the region and globally to provide dedicated support and escalation path. Responsible for taking ownership of proactive outreach and foreseeing potential support issues/requirements.

Consistent management of outstanding queries to ensure the required level of visibility and escalation.

Work closely with counterparts in each of the regional teams to ensure a smooth and effortless experience for clients

Assist with the regular reporting requirements which are necessitated by an internal business requirement which can originate within the Client Service or internal collaborator team.

Handle the incident communication process in relation to the FTSE Russell products and services. This takes the form of product delays, reissues and real-time service incidents. Work closely with the relevant teams and adhere to tight deadlines.

Support the on-boarding process for new clients and uplift existing clients in conjunction with the different commercial teams. This involves creating new accounts, welcome packs and entitlement of the products the client is entitled to receive on direct or vendor platforms as applicable.

Support the Sales team based in the Americas with new and existing FTSE Russell clients. This will involve assisting with day-to-day queries, product support and client interaction in the form of regular service review meetings and training.

Qualifications

Bachelor's Degree or equivalent experience

Working knowledge of Financial Markets. Previous experience in the industry preferred

Strong 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, including relationship building skills

Proficient in applying analytical and investigative thinking to complex client queries

Highly motivated and proactive

Ability to regularly prioritize own workload and delegate as the need arises

Highly organized with a strong focus on attention to detail

Be able to operate independently and as part of a distributed team across different time zones

Handle difficult situations with tact and understanding. Understand the client's challenges and endeavor to work with them to resolve issues.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership , Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, your rights and how to contact us as a data subject .

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.

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