Client Support Specialist, Pricing & Reference Data

Job Purpose

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

The team works with multiple ICE teams globally such as Fixed Income Data Services (FIDS), account managers, sales, development, and product management.

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 analytics, 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
• Effective listening, verbal and written communication skills
• Problem solving skills
• Critical thinking
• Call hosting skills
• Ability to work under pressure
• 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