Job Description
Role - Product Consultant
Shift - Flexible (24*5)
The Role -
Customer Support - ESG Domain
We are looking for a client representative to join our Client Support team to support accounts globally in the ESG Domain. The team empowers investors to make more sustainable investment decisions. The Client Support team works alongside a diverse range of asset owners, asset managers, and some of the leading financial institutions around the world. We operate in a lively and collaborative environment where no one day is the same.
You will support clients from the onboarding to daily technical and operational inquiries and other account management-related tasks, including account permissions and deliverable set up, as well as support on content-related questions on our research data and methodologies. All of these will be in the ESG Domain.
You will:
- Gain exposure to an international team, working closely with both Client Success and Sales across regions in the ESG Domain
- Escalate to the account owner where appropriate.
- Support the team to maintain and improve client retention and client satisfaction, Understanding ESG Methodology and Data.
- Providing quick resolution on client Queries with strict adherence to SLA's
Key Responsibility:
- Support the management of client relations in APAC, EMEA and AMERICAS involving a portfolio of asset owners, asset managers, banks, insurance companies, and other financial institutions.
- Support clients in accessing and understanding Sustainalytics' suite of research products and ESG data for the purpose of incorporation into their investment processes and escalating appropriately.
- Ensure that clients have access to their subscribed research through our online platform and/or receive recurring or one-off standard services, reports, or deliverables.
- Respond quickly to client queries to resolve problems and ensure an effortless customer experience.
- Administrate client information in our internal relationship management system; and
- Understanding, Interpreting and Analyzing client requests whether Data or Methodology.
- Having skills to Triage new cases while multi-tasking with client calls and existing cases
- Being familiar with ESG data sets and parameters
Requirement:
- 1-3 years of relevant work experience, especially related to customer service and ESG domain understanding.
- Undergraduate degree in a related discipline (business, finance, environment, and/or social sciences);
- Strong customer service skills and process focus
- Ability to understand and process client inquiries efficiently.
- Excellent interpersonal, communication, and writing skills.
- Meticulousness and attentiveness to detail.
- Efficient, well-organized team-player with a high level of integrity.
- Ability to handle pressure.
- Proficiency in Microsoft Excel, Word, Outlook, and PowerPoint
- Alignment with Sustainalytics Mission Vision and Values
- Willingness to support global clients in their time zones
- Fluent in English (writing and speaking) is a hard requirement.
Morningstar is an equal opportunity employer
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least 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.
