Associate, FTSE Russell Customer Support
Full Time
New York, NY
Posted
Job description
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 on a daily basis, 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, escalated 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 stakeholder teams
- Identify opportunities to improve the client and internal stakeholder experience. Ensuring you act as the voice of the client to promote improvements.
- Closely monitor the health and feedback of our clients and escalate 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 stakeholder team
- Manage 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
- 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 re-prioritize own workload and delegate as required
- Highly organized with a strong 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 endeavor to work with them to resolve
- Fluent English (written and oral)
Compensation/Benefits Information (New York City applicants only):
LSEG is committed to offering competitive Compensation and benefits. The anticipated base salary for this position is $78,400 - $145,600.
Please be aware base salary ranges may vary by geographic location, city and state. In addition to our offered base salary, this role is eligible for our annual incentive (AIP/"bonus plan"). Target AIP rates will be commensurate with role level and posted career stage. Individual salary will be reflective of job related knowledge, skills and commensurate experience. All roles are typically eligible for inclusion in our LSEG benefit program, more information & details will be provided at time of offer.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 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 any mental health or physical disability needs.
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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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