Client Support Specialist, Indices and Data

Job Description:

Job Purpose

The team is in charge of analysis, checks and monitoring for ICE Data Indices and Pricing & Analytics clients globally. A significant part of the job is working with global clients on a wide range of inquiries including market data, pricing valuation, rebalancing questions, methodology and product issues.

The team is working with multiple ICE teams globally such as Data, account managers, product. Constantly taking more responsibilities and getting exposure to new product.

The goal is to provide coherent information and analysis to the client, while working with multiple teams and conducting analysis to improve existing workflow to provide a high level of support for a portfolio of our top global clients.

Team members must exhibit a desire and aptitude for learning all areas of our business and understanding how we fit into a global client’s workflow.

Responsibilities

Support ICE Data Indices operations of fixed income indices, equity indices and IOPV.
Be the main contact and escalation point for ICE Data Indices clients for various of issues including index calculation, rebalancing, file set up and delivery, product support and more.
Business Analysis - Identify clients’ business needs and work with Development and Product teams to meet clients’ requirements.
Support international Tier 1 banks, mutual and pension funds, hedge funds and insurance companies
Research and respond to client queries, via email and phone, in a professional manner; while taking great care to keep client informed of action being taken
Support clients across the different reference data, pricing and index level inquiries, methodology question etc.
Analyze valuation disputes and discrepancies, and troubleshoot technical issues
Use multiple types of tools and systems to conduct analysis
Problem solving and troubleshooting
Interact daily with multiple data and evaluation teams, product support, operations, IT, account managers & product managers
Identify trends to address with the client or internally to improve client experience and workflow
Communicate with colleagues to maximize efficiencies
Tracking client questions and issues

Knowledge and Experience

Bachelor's degree required
Basic knowledge of the Financial Services industry
Knowledge of indices - an advantage
Able to learn quickly
Organized and multi-task
Problem solving skills
Critical thinking
Team player
Technical skills
Ability to work under pressure
Effective listening, verbal and written communication skills
Experience in a professional work environment
Positive attitude and deep customer service orientation
Must be able to work flexible shifts between 8:00 AM and 8:00 PM to ensure proper coverage for markets around the world.

Schedule

This role offers work from home flexibility of up to 2 days per week.