Client Support Specialist

Job Purpose

The team is in charge of analysis, checks and monitoring for ICE Data Indices and Pricing & Analytics clients globally. A significant part of the job is working with global clients on a wide range of inquiries including market data, pricing valuation, rebalancing questions, methodology and product issues.

The team is working with multiple ICE teams globally such as Data, account managers, product. Constantly taking more responsibilities and getting exposure to new product.

The goal is to provide coherent information and analysis to the client, while working with multiple teams and conducting analysis to improve existing workflow to provide a high level of support for a portfolio of our top global clients.

Team members must exhibit a desire and aptitude for learning all areas of our business and understanding how we fit into a global client's workflow.

Responsibilities

• Support international Tier 1 banks, mutual and pension funds, hedge funds and insurance companies
• Research and respond to client queries, via email and phone, in a professional manner; while taking great care to keep client informed of action being taken
• Support clients across the different reference data, pricing and index level inquiries, methodology question etc.
• Analyze valuation disputes and discrepancies, and troubleshoot technical issues
• Use multiple types of tools and systems to conduct analysis
• Problem solving and troubleshooting
• Interact daily with multiple data and evaluation teams, product support, operations, IT, account managers & product managers
• Identify trends to address with the client or internally to improve client experience and workflow
• Communicate with colleagues to maximize efficiencies
• Tracking client questions and issues

Knowledge and Experience

• Bachelor's degree required
• Basic knowledge of the Financial Services industry
• Able to learn quickly
• Organized and multi-task
• Problem solving skills
• Critical thinking
• Team player
• Technical skills
• Ability to work under pressure
• Effective listening, verbal and written communication skills
• Experience in a professional work environment
• Positive attitude and deep customer service orientation
• Must be able to work flexible shifts between 8:00 AM and 8:00 PM to ensure proper coverage

Working days are Monday-Friday

Schedule

This role offers work from home flexibility of up to 2 days per week.

Intercontinental Exchange, Inc. is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin or ancestry, age, disability or veteran status, or other protected status.