Senior Product Consultant

4 weeks ago

New Delhi, India Morningstar Full time

Title: Senior Product Consultant

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.

Responsibilities: 

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.

Requirements: 

A minimum of a master's 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.

I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity

If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we’ve found that we’re at our best when we’re purposely together on a regular basis, typically three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you’ll have tools and resources to engage meaningfully with your global colleagues.

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