Company
FitchLocation
USA-NY-New York CityRemuneration
Position Type
PermanentEmployment type
Full timeUpdated
06-Nov-2013eFC Ref no
1303809
Fitch Dual-headquartered in New York
and London, Fitch Ratings is a global rating agency dedicated to
providing value beyond the rating through independent and prospective
credit opinions, research, and data. Offering a world of knowledge and
experience behind every opinion, we transform information to deliver
Fitch Dual-headquartered in
New York and London, Fitch Ratings is a global rating agency dedicated
to providing value beyond the rating through independent and prospective
credit opinions, research, and data. Offering a world of knowledge and
experience behind every opinion, we transform information to deliver
meaning and utility to investors, issuers, and other market
participants. Fitch Ratings' global expertise draws on local market
knowledge and spans the fixed-income universe. The additional context,
perspective and insights we provide help investors make important credit
judgments with confidence.
Fitch Solutions provides a range of industry-leading products and services to the global financial community. In addition to offering proprietary market-based content, we distribute the ratings, research, and financial data of Fitch Ratings through a variety of flexible platforms. With innovation and experience behind every solution we bring to market, our offerings are designed to meet the diverse needs of the fixed-income markets.
Fitch Ratings and Fitch Solutions, along with Fitch 7 city Learning, are part of the Fitch Group, a global leader in financial information services. Fitch Group is a jointly owned subsidiary of Paris-based Fimalac, S.A. and New York-based Hearst Corporation.
Fitch complies with all laws governing employment in each jurisdiction in which it operates, and provides equal opportunity to all applicants and employees. All applications will be considered without regard to race, color, religion, gender, national origin, age, disability, marital or veteran status, sexual orientation, and other status protected by applicable laws.
The primary function of Client Services is to support the clients of Fitch Solutions in the Americas by telephone and e-mail and, where necessary, provide on-site client visits for products' training purposes. Along with other members of the client services team, the help desk is covered from 9:00 to 5:30 each working day.
The successful candidate will provide a proactive, world class customer service support and manage inbound and outbound client service initiatives and queries, including responsive and efficient telephone/email support, webinars and product demos. The role encompasses client on-boarding, training and identification of potential opportunities.
· Provide 1st level support for Fitch Solutions' desktop products. Document and manage email and telephone queries to ensure a timely resolution and an overall positive client experience.
· Work closely with Product Support, Information Technology, Sales and other groups in the analysis, interpretation and resolution of client issues that occur within Fitch Solutions' research, credit data and analytics products.
· Utilize internal system (SDE) to log issues, escalate unresolved queries and follow-up with relevant departments for issue's resolution.
· Provide client training and product demonstrations (via Webex, in-house or on-site) to increase product usage, identify up-sell/cross-sell opportunities and build/maintain strong client relationships.
· Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are entered on the CRM platform.
· Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.
· Produce ad-hoc reports and client usage statistics.
· On-board new clients efficiently and accurately within required timeframes.
· Escalate potential leads to Sales or BRM (Business Relationship Management).
· Up to 10%-15% travel may be required.
Qualifications and experience:
• Bachelor's degree required (preferably Financial, Business or Accounting)
• Customer focused with commitment to providing exceptional client service.
• Must have demonstrable previous experience in a client support role.
• Quick learner with excellent attention to detail
• Highly motivated, flexible, proactive, and adaptable to change.
• Excellent organizational and time management skills, including ability to prioritize and work under tight deadlines.
• Strong written and verbal communication skills.
• Self-starter who can work well both independently and as part of a team environment.
• Knowledge of Fixed Income products preferred but not required
Fitch Solutions provides a range of industry-leading products and services to the global financial community. In addition to offering proprietary market-based content, we distribute the ratings, research, and financial data of Fitch Ratings through a variety of flexible platforms. With innovation and experience behind every solution we bring to market, our offerings are designed to meet the diverse needs of the fixed-income markets.
Fitch Ratings and Fitch Solutions, along with Fitch 7 city Learning, are part of the Fitch Group, a global leader in financial information services. Fitch Group is a jointly owned subsidiary of Paris-based Fimalac, S.A. and New York-based Hearst Corporation.
Fitch complies with all laws governing employment in each jurisdiction in which it operates, and provides equal opportunity to all applicants and employees. All applications will be considered without regard to race, color, religion, gender, national origin, age, disability, marital or veteran status, sexual orientation, and other status protected by applicable laws.
The primary function of Client Services is to support the clients of Fitch Solutions in the Americas by telephone and e-mail and, where necessary, provide on-site client visits for products' training purposes. Along with other members of the client services team, the help desk is covered from 9:00 to 5:30 each working day.
The successful candidate will provide a proactive, world class customer service support and manage inbound and outbound client service initiatives and queries, including responsive and efficient telephone/email support, webinars and product demos. The role encompasses client on-boarding, training and identification of potential opportunities.
· Provide 1st level support for Fitch Solutions' desktop products. Document and manage email and telephone queries to ensure a timely resolution and an overall positive client experience.
· Work closely with Product Support, Information Technology, Sales and other groups in the analysis, interpretation and resolution of client issues that occur within Fitch Solutions' research, credit data and analytics products.
· Utilize internal system (SDE) to log issues, escalate unresolved queries and follow-up with relevant departments for issue's resolution.
· Provide client training and product demonstrations (via Webex, in-house or on-site) to increase product usage, identify up-sell/cross-sell opportunities and build/maintain strong client relationships.
· Maintain accurate client records and ensure meeting notes, takeaways, market intelligence and feedback are entered on the CRM platform.
· Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal and growth objectives.
· Produce ad-hoc reports and client usage statistics.
· On-board new clients efficiently and accurately within required timeframes.
· Escalate potential leads to Sales or BRM (Business Relationship Management).
· Up to 10%-15% travel may be required.
Qualifications and experience:
• Bachelor's degree required (preferably Financial, Business or Accounting)
• Customer focused with commitment to providing exceptional client service.
• Must have demonstrable previous experience in a client support role.
• Quick learner with excellent attention to detail
• Highly motivated, flexible, proactive, and adaptable to change.
• Excellent organizational and time management skills, including ability to prioritize and work under tight deadlines.
• Strong written and verbal communication skills.
• Self-starter who can work well both independently and as part of a team environment.
• Knowledge of Fixed Income products preferred but not required
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