Full timeOperations & Project Management

Client Support Specialist, Pricing & Reference Data

Intercontinental ExchangeLondon🇬🇧United Kingdom

Why this role stands out

This hybrid Client Support Specialist role at Intercontinental Exchange offers a fantastic opportunity to deepen your expertise in financial markets and client relations, working with global financial institutions. You'll thrive here if you enjoy problem-solving, collaborating across diverse teams, and possess a strong desire to learn and contribute to a reputable company. Apply now to gain valuable experience and advance your career in a dynamic environment.

Quick overview

SeniorityMid Senior

Employment typeFull Time

Work modeHybrid

LocationLondon, United Kingdom

Job description

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