Client Services/Customer Care Support Analyst
The Financial Markets division of IHS Markit is a leading global diversified provider of financial information services. Our customers include banks, hedge funds, asset managers, central banks, regulators, auditors, fund administrators and insurance companies. Our products and services have become deeply embedded in the systems and workflows of many of our customers. We have a track record of innovation leveraging leading technologies, industry expertise and strong relationships with market participants
OSTTRA provides end-to-end solutions for post-trade transaction management of OTC derivatives. OSTTRA also connects dealers and buy-side institutions to central clearing counterparties, trade repositories, and electronic swap markets.
Within OSTTRA Client Services, the Regulatory Reporting team provides day-to-day operational customer support for all derivative reporting services within OSTTRA. The Operations team works closely with Product Management, Client Account Management, Business Development and IT to ensure timely and accurate responses to customer implementation and regulatory requests.
Position Summary
The principal duties for this role will to be to provide support to our clients, working in close partnership with our US, UK, and global teams.
Candidates will be able to demonstrate a resourceful and collaborative approach to problem solving, as well as the ability to handle difficult conversations with clients.
They will need to be organized and diligent, detail-focused and be able to grasp technical concepts relating to our services and platforms. We see an authentic passion for regulation, customer service, financial markets and technology as crucial to success in the role.
Duties & Accountabilities
- Develop and maintain productive client regulatory relationships
- Monitor client query queues, diagnosing and resolving any resulting exceptions or errors and work with internal groups to provide resolution
- Coordinate across internal teams across global operations footprint to achieve positive outcome for client experience
- Respond to client requests by providing detailed evaluation and feedback
- Participate in the testing of system enhancements
- Identify and track system issues, partnering with technology teams to ensure delivery
Education & Experience
- University graduate preferred
- Minimum 3-5 years financial services experience or an equivalent combination of education and experience from which comparable knowledge can be acquired
- Previous experience working with software systems and technology is preferable
- Advanced Excel skills is a plus
- Knowledge of financial markets and OTC derivatives is a major plus
Personal Qualities
- Client Focused. Customer service and satisfaction are key priorities for the firm. Candidates must be aware of the impact of their actions on internal and external clients
- High level of accuracy and attention to detail
- Patient, flexible and able to adapt to change
- Resourceful, committed and able to problem-solve with limited direction
- Strong awareness of client confidentiality and data protection risks
- Excellent interpersonal, written and verbal communication skills
- Ability to work effectively in a very fast paced environment
- As a member of a close knit, dynamic team, team skills are essential in this role. Assisting others, being able to be relied upon and in taking leadership where required
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Equal Opportunity Employer:
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only:
The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.