Client Service Specialist - Indices & ETFs

The Team:

Asset managers, custodians, hedge funds and investment banks rely on us to deliver timely, accurate, multi asset class index data to support their trading and investment activities.

ETF & Benchmarking Solutions provides a comprehensive view of the global ETF market to support the needs of all participants, from issuers and buy-side investors to brokers and market makers.

The EBS Client Service team are subject matter experts who strive to deliver a best-in-class experience in product support, relationship management and customer communications.

Responsibilities and Impact:

The successful candidate will be expected to develop deep knowledge of EBS products and systems to support clients and ensure that our business applications run smoothly.

You will be working in a fast-paced environment ensuring client requests are prioritized and resolved.

Client service team members collaborate with internal groups such as product management, operations, technology, and sales to resolve problems or deliver product enhancements aimed at retaining existing customers and increasing revenues to the business.

You will have the opportunity to build strong relationships with customers in top-tier financial institutions on the buy-side and sell-side, as you improve their end-user experience and ensure they operate our applications effectively.

• Manage incoming customer requests using internal systems and processes.
• Understand the needs of different customers and work with internal product, technical & operations teams to deliver solutions that meet requirements.
• Troubleshoot customer application UI and backend databases against various application systems errors, while providing customer feedback and progress visibility.
• Manage the communication and relationship between clients and the business.
• Partner with internal stakeholders to deliver enhancements aimed at retaining existing customers or delivering new revenue opportunities for the business.
• Drive continual improvement of the client service processes.
• Work alongside colleagues in major financial hubs around the world including London, New York and Hong Kong.

What Were Looking For:

Basic Required Qualifications:

• Able to self-organize, schedule, and prioritize effectively.
• Manage multiple tasks and deliver to a high standard while meeting tight deadlines.
• Advanced working knowledge of main Microsoft Office programs required.
• Strong oral and written communication skills are essential.
• Experience with client facing responsibilities an advantage.
• Interest in working with software systems and technology.
• Adept at building and maintaining relationships with external clients and with colleagues at all levels.

Additional Preferred Qualifications:

• Experience or strong knowledge of indices and ETFs an advantage.
• Experience with SQL Server, XML, JAVA, or Python beneficial.
• Prior use of salesforce or similar client support tools.
• Data visualisation and/or AI experience desirable.