The Group: The Financial Planning group builds solutions and capabilities that enable financial advisors to deliver compliant and comprehensive financial advice so that their retail clients and investors meet their goals. The solutions leverage Morningstar’s extensive data and research capabilities across all stages of financial advice making the advice process compliant, efficient and effective.
The Role: The Morningstar AdviserLogic team is looking for an execution-focused Senior Customer Service Representative. The ideal candidate will have familiarity with the financial services industry. The role requires working closely with end clients.
In this role, you will take ownership of the platform and act as application expert that pertains understanding the current application and working with product managers, software development teams.
Improve customer service experience, create engaged customers and facilitate organic growth
Take ownership of customer issues and follow problems through to resolution.
Keep accurate records and document customer service actions and discussions Analyze statistics and compile accurate reports.
Responsible to resolve customer queries on a regular basis. Regularly review Customer tickets and ensure its resolution and if required pass it on to the development team.
Coordinate with software developers as per the client’s requirement and ensure frequent and timely updates to clients.
Ensure regular review of helpdesk & support articles written by the team and write articles as and when required.
Ability to engage the clients through B2B communication over emails, chats, and calls.
Responsible for helping new joiners and if required conduct training for different product modules and support SOP.
Support other team members on a regular basis in helpdesk chat.
A minimum of a masters degree in finance (MBA or PGDM)
4 years of overall work experience, with at least the last 2 years of professional experience in finance and capital market.
Sound knowledge of financial markets and capital markets, preferably international finance.
An MS Office specialist with good competencies in MS Word, Excel, PPT’s.
Prior usage of any ticketing applications, such as Jira, or Bugzilla.
Prior usage of automated Lead management & Customer Service Management tools, such as Zendesk, Freshdesk, intercom, Live Agent, Happy fox, SharePoint.
Computer fundamentals and an MS office specialist.
A bachelor’s degree in engineering, Math’s or computer applications will be added advantage (Not a mandate).
Excellent oral and written communication skills.
Self-directed and detail-oriented.
Morningstar is an equal opportunity employer.
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