Product Consultant

The Area: The Products group is the home of manufacturing and innovation at Morningstar. The individuals in this group transform our high-quality data, independent research, and technological expertise into well-designed products that delight our clients. The group's product management, product development, and client service teams collaborate with our Client Solutions group to help them provide clients with relevant products and bundled solutions.
The Role: Morningstar Mumbai seeks an enthusiastic, results-driven Client Support Representative to join our rapidly growing Mumbai based, enterprise client support team. Working directly with our Data Product, Enterprise Components & Research clients, you will join our client service group with the aim of delighting our customers via the provision of world-class support and service. Working in conjunction with our product management, implementation managers, solutions and sales teams, you will act as an expert for support to our equity data clients.
Location: Vashi(Navi Mumbai)
Shift: AU and Asia and rotational weekends
Responsibilities:

• Provide best-in-class service to all incoming client queries related to Morningstar products and services.
• Maintain an expert knowledge of Morningstar products and services, features, benefits, serve as a resource to team members and act as a consultant to the client.
• Apply a professional, timely, and proactive approach to escalated issues and calls.
• Regularly follow up internally and externally for all outstanding client queries and requests.
• Work closely with our internal Data, Engineering and Implementation teams to ensure timely production, quality assurance, and the delivery of projects for new and existing clients
• Ensure compliance with the required service levels for the process
• Demonstrate and promote strong client advocacy.
• Provide and facilitate pertinent corporate, inter-departmental communications as necessary

Requirements:

• 2-3 years of relevant experience. Experience in Financial Services/Capital markets is preferred.
• A proven record of managing clients with contractual timelines and scope. Effective analytical and decision-making skills.
• Good understanding of financial markets and investment products (especially stocks, mutual funds, commodities, currency) with inclination to learning
• Understanding of networks, web service errors, and complex software systems
• Excellent skills in Microsoft Excel
• Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills. Professional attitude and strong service orientation.
• Educated to degree level, an advanced degree is a plus
• Excellent written and verbal communication in English
• The ability to work independently, efficiently, and responsibly. Extreme attention to detail and an ability to document processes.
• The desire to work for a company where individual contributions have significant impact on the success of the Team as a whole. A positive attitude is required.
• Experience working effectively with others in a team setting while under the pressure of deadlines.
• Willingness to work long hours at critical times (i.e., quarterly reporting) based on need.
• Availability to work on Saturdays, Sundays & Public holidays (on a rotating basis) is a key requirement for this role as part of a global 24x7 support operation.

Skills

• API Testing (via Postman), Using Inspect in web pages to identify data mappings/source, Reading JSON/XML, Splunk, FTP Delivery mechanisms, IP whitelisting.
• Fund Universe - Legal Structures - Open Ended, Close Ended, ETF's, SICAV's, Life and Pension
• Equity/Debt - Stocks, Option Chain, Duration, Risk Statistics

Nice to Have's

• Experience with complex information systems, understanding of basic coding, reading XML/Jason and use of Postman
• Familiarity with customer relationship management (CRM) software

Morningstar is an equal opportunity employer.
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office 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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