Description
As an Associate in the Financial Institutions Group Client Support team, you will provide consultative support for business intelligence tools and financial data products.
You will manage complex client queries, troubleshoot data-related issues, and help clients maximize the value of our platforms.
You will act as a client advocate, working closely with Sales, Product, Technology, Content, and Industry Research teams to improve the client experience, support data quality initiatives, and contribute to product adoption and revenue growth.
Responsibilities
- Provide advanced client support via phone, email, and chat, resolving complex and data-intensive inquiries.
- Conduct investigative client conversations to understand business needs, troubleshoot issues, and recommend effective solutions.
- Act as a client advocate by identifying opportunities to improve product usability, data quality, and presentation.
- Build customized Excel models, templates, and workflows using multiple datasets.
- Support clients in using mapping tools for mortgage, demographic, asset-level, and market analysis.
- Partner with Product and Technology teams to test new features, enhancements, and platform updates.
- Lead proactive outreach campaigns related to product enhancements, new datasets, and workflow improvements.
- Conduct client webcasts and product demonstrations, showcasing knowledge of FIG products, data, and industry trends.
- Create Salesforce reports and analyze support trends to improve workflows, team procedures, and client outcomes.
- Lead assigned projects from planning through execution and identify opportunities for process improvement.
- Mentor new hires and junior team members through training, knowledge sharing, and best-practice development.
- Collaborate with global teams across Sales, Product, Technology, Content, and Industry Research to resolve complex client issues.
What We're Looking For
- Bachelor’s degree in Economics, Finance, Business, or a related field.
- Strong understanding of finance, capital markets, banking, or the global economy.
- Prior experience in client support, financial data, research, product support, or a related role preferred.
- Excellent written and verbal communication skills.
- Strong analytical thinking, attention to detail, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced, client-focused environment.
- Strong collaboration skills with the ability to work effectively across global, cross-functional teams.
- Strong working knowledge of MS Excel and common business tools.
- Ability to learn and apply tools such as SQL, Salesforce, mapping platforms, and financial data products.
- Flexibility to work rotational shifts and weekends based on business requirements.
What's in it for you
- Build deep expertise in banking, mortgage, demographic, and asset-level data.
- Strengthen consultative client engagement skills while working with sophisticated financial services clients.
- Develop technical proficiency in MS Excel, SQL, Salesforce reporting, mapping tools, and data analysis workflows.
- Collaborate with global teams across Product, Technology, Content, Sales, and Industry Research.
- Gain exposure to strategic projects, product testing, client outreach campaigns, and webcast delivery.
- Take ownership of initiatives that improve team efficiency, client experience, product adoption, and data quality.