Job Bank

S&P Dow Jones indices

The role: Client Services Specialist

The location: New York

The grade: 9 (internal use only)

The team

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, Portuguese, 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 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 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.

Responsibilities

• 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.
• Speaking competently on S&P DJI products and services.
• Introduce new subscribers to S&P SDJI products and services via online and in-person demos.
• 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

• Minimum education requirement: BA in Finance, Economics or related.
• Proven proficiency in English
• Experience in Financial Services, preferably in a client-facing support role.
• Demonstrable experience using Excel.
• An independent self-starter, ability to work individually and within a team.
• Strong writing skills; must be able to communicate complex concepts in writing.
• Flexibility to modify regular shifts based on needs of coverage
• Detail oriented and organized with good time management skills
• Comfortable presenting and training clients in both one-on-one and group settings

Preferred Qualifications

• Experience coordinating and leading meetings; documenting action items and following through to completion.
• Proficiency in creating documentation including training materials and FAQs for clients
• Knowledge of Salesforce CRM platform is a plus.
• Ability to multi-task under tight deadlines

S&P Dow Jones Indices

S&P Dow Jones Indices, a leading brand of the S&P Global, maintains a wide variety of investable and benchmark indices to meet an array of investor needs. Over $1.25 trillion is directly indexed to Standard & Poor's family of indices, which includes the S&P 500, the world's most followed stock market index, the S&P/Case-Shiller Home Price Indices, the leading measure of U.S. home prices, the S&P Global BMI, an index with approximately 11,000 constituents, the S&P GSCI, the industry's most closely watched commodities index, and the S&P National AMT-Free Municipal Bond Index, the premier investable index for U.S. municipal bonds.

S&P Global has a Securities Disclosure and Trading Policy ("the Policy") that seeks to mitigate conflicts of interest by monitoring and placing restrictions on personal securities holding and trading. The Policy is designed to promote compliance with global regulations. In some Divisions, pursuant to the Policy's requirements, candidates at S&P Global may be asked to disclose securities holdings. Some roles may include a trading prohibition and remediation of positions when there is an effective or potential conflict of interest. Employment at S&P Global is contingent upon compliance with the Policy.