Risk Technical Specialist

Position Overview

Refinitiv World-Check is an essential service, created to support our clients’ due diligence needs in the fight against crime, bribery, and corruption. Refinitiv appreciates the data protection and privacy implications of providing this database and has robust data protection processes in place.

World-Check allows customers to identify risks associated to the customers they deal with. In practical terms, our products offer screening content and capabilities to fulfill regulatory requirements, which include anti-money laundering, bribery, terrorism etc. Customers will use World-Check to review people and businesses that they may be planning to do business with and to assess if these entities are on any sanction lists or are politically exposed people (PEPs).

World-Check is available as a SaaS (Software as a Service) service that can be accessed over the browser (User Interface) or API.

World-Check One uses Cloud infrastructure by Amazon Web Services (AWS) in order to provide a more robust and scalable platform and use the state-of-the-art information security services native to the AWS cloud environment.

Versions of the World-Check products are a subscription to the full World-Check database in both XML and CSV formats to integrate with custom-built or third-party software screening solutions. Clients can download both full and delta files and have the ability to customize the fields and records based on their individual risk and application needs. 

Technology teams supervise the application and underlying infrastructure using automated monitoring tools.  

Customer issues in World-Check will vary from simple login issues, navigation and technical inquiries that need to be resolved quickly to complex development issues and enhancements.

The Risk Technical Support Specialist is responsible for providing effective and timely technical support to customers in relation to their Risk Screening products and services.  These issues can be perceived or actual problems for which the client is seeking assistance for.  Issues are resolved by using complex information systems, technical troubleshooting and/or partnering with the relevant escalation touchpoints.  It also includes active focus on enquiry resolution, a positive customer focused attitude at all times and ensuring that all the vital actions are taken to resolve a customer’s enquiry.  Each member should show curiosity partnered with great persistence and thrive for continuous quest for professional growth and excellence notwithstanding the complexities ahead, displays excellent skills and shows high level of urgency discretion to ensure customer satisfaction.  

Role Responsibilities

• Identifying, diagnosing, resolving, repairing, and providing support ranging from simple to technical product issues and errors, connectivity and networking troubleshooting relating to Risk Screening products and services; problem resolution including replication of customer issues until appropriate resolution is achieved.

• Providing technical product expertise and support to Risk Screening products using documented procedures and available tools.

• Maintaining awareness of relevant technical and product trends through self-learning/study, training classes and job shadowing.

• Managing the resolution process for customers relating to technical Risk products and services.

• Interfacing with product support groups and development groups to mitigate any recurring issues.

• Tracking enquiry resolution progress and proactively calling customers with a status update or resolution if queries cannot be resolved on initial interaction.

• Logging and classifying all calls and request for assistance in the call tracking database (Service Cloud), advising queries to the correct support, filter and escalate inquiries as appropriate.

• Following appropriate procedures to respond to issues and update our customers when outages of a major nature occur.

• Escalating major, elusive or recurrent issues that affect customer satisfaction.

• Applying active listening skills to diffuse a potentially tense customer interaction.

• Ensuring each customer contact is handled in a manner consistent with the LSEG brand and values to maintain customer satisfaction and retention.

• Accepting additional projects or areas of responsibility that will improve the team’s performance.

• Proactively contributing to the Customer Support Team and the achievement of its goals.

Qualifications and Experience Required

• Related subject area in information technology, financial markets, or equivalent technical qualifications.

• Experience in a customer service or contact center environment preferred. Previous experience in the financial or IT industry is desirable.

• Knowledge of API’s and programming language such as Python and SQL is an advantage.

• Knowledge of desktop and enterprise infrastructure/offerings whether deployed or managed (SaaS/PaaS/IaaS) and Linux/DOS based application knowledge is an advantage.

• Comfortability around remote troubleshooting on a desktop / server level environment.

• Advanced to expert understanding of relevant LSEG products and data.

• Able to identify and escalate problems affecting several customers and driving the timely resolution of one customer’s enquiry. This includes critical issues to the Team Manager and other support, sales, product, or resolver groups as appropriate.

• Focus on delivering results and in depth understanding of client needs. 

• Proven strong customer service orientation, ability to adapt and respond to different types of customers.

• Good problem management, troubleshooting and analytical skills.

• Detail orientated with sound information probing skills.

• Ability to communicate and engage effectively, verbally and in writing, in English with customers and colleagues.

• Ability to collaborate and work well in a team.

• Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.

• Quick to take action while displaying sound judgment to resolve cases.

• Ability to prioritize and manage time effectively.

• Flexibility with work hours – including rotational shift work, plus weekends and holidays.

LSEG is committed to encouraging a diverse, equitable, an inclusive work environment, ensuring equal opportunities for all employees, regardless of their background. We offer great employee benefits to make sure everyone performs to the best of their abilities.

LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth.

Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs.

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