The Role: Client Services Specialist
The Location: Mexico City
The Team: as one of the four pillars within the Commercial organization, the Client Services team provides support to clients 24 hours per day 5 business days per week. Email and phone support is provided during local business hours in English, Japanese, Mandarin, and Spanish. From regionally based offices in Beijing, London, Mexico City, New York, Sydney and Tokyo.
The Impact: The Client Services team strives to provide the highest level of support to S&P DJI’s clients with the ultimate goal of encouraging retention through the enhancement of the overall client experience. The team supports both global and regional clients including but are not limited to Asset Managers, Endowments and Foundations, ETF product providers, Investment Management Consultants, Insurance companies, Investment Banks, and Pension Funds.
What’s in it for you: As a Client Service specialist, you will work collaboratively with a wide cross section of teams within S&P DJI including index production, sales, product management, marketing and technology, providing you with a broad foundation in both indexing and in S&P Dow Jones Indices’ unique business model. The role provides direct exposure to some of the largest, sophisticated indexers in the world, assisting users with S&P DJI data, files and delivery platforms. With experience, responsibilities can include supporting and leading client transition projects such as file format changes and delivery platform upgrades, service enhancements including Knowledge Base, Frequently Asked Questions and other self-service tools and process improvements to increase the effectiveness and efficiency of Client Service day-to-day activities.
Primary daily responsibilities involve working directly with clients via phone and email, responding to inquiries, working with subject matter experts on complex queries and troubleshooting client issues.
Working across a diverse set of cross-functional client teams including marketing, legal, operations, portfolio management, and product development and to understand and address unique client needs.
Drawing insights from client interactions and communicating them effectively to appropriate internal teams in order to enhance the overall client experience.
Developing into a well-rounded generalist, speaking competently on S&P DJI products and services.
Understanding each client’s question and referring inquiries appropriately to internal Subject Matter Experts, working with them to provide timely client responses.
Representing the client point of view when preparing and implementing modifications to data services; proactively assist in developing communications, FAQs, and project plans for various client transitions including platform updates, delivery enhancements and product decommissions.
Troubleshooting client access to proprietary (e.g.: SFTP, SPICE) and non-proprietary (e.g.: Bloomberg, FactSet) data distribution platforms.
Confidently answer client inquires received via email and phone with little to no assistance; proactively look for ways to learn more about S&P DJI products and services, its business and how clients utilize our data.
Prioritize inquires, multi-task and thrive in a team environment.
What we’re looking for:
Proficiency in written and verbal English. Portuguese language skills an asset.
An independent self-starter; ability to work individually and within a team.
Strong writing skills; must be able to communicate complex concepts in writing.
Demonstrable experience using excel skills
Proficiency in creating documentation including training materials and FAQs for clients
Comfortable presenting and training clients in both a one-on-one and group settings.
Experience coordinating and leading meetings; documenting action items and following through to completion.
Ability to multi-task under tight deadlines.
Detail oriented and organized with good time management skills
Experience in Financial Services, preferably in a client-facing support role.
Minimum education requirement: BA in Finance, Economics or related experience.