Senior Specialist, FIG Client Services

About The Role:

Grade Level (For Internal Use):

10

The Team: The Financial Institutions Group team is responsible for providing client support for our business intelligence tool by holding investigative conversations with clients & driving product usage. Being present in Argentina, India, Pakistan, the Philippines, the United Kingdom, and the USA makes it a truly global team.

The Role: Members of the team get to learn in-depth global financial industry knowledge, produce webcast presentations, and develop technical skills. You will also work with different teams across many functional areas (Sales, Technology, Product Management, Content & Industry Research, etc.)

The Impact: As a Specialist in the Client Support team, you will play a critical role in delivering high-standard customer service and support to our diverse client base. You will be responsible for ensuring efficient case management, contributing to team performance, and enhancing client interactions through effective communication and technical expertise.

What'S In It For You:

• An opportunity to develop industry knowledge by engaging with a diverse client base.
• A dynamic work environment that values accountability and high standards.
• Career growth opportunities based on performance and planned initiatives.

Responsibilities:

Client Support:

• Provide exceptional client support via phone, email, and other communication channels.
• Ensure timely case creation and resolution, maintaining an average case open time under three days.
• Address client inquiries with a focus on quality and accuracy, utilizing knowledge base articles and Salesforce for effective case management.

Performance Metrics:

• Achieve a favorable survey score of 98.9% and maintain a response rate of 15%.
• Monitor case escalations, ensuring they remain below 2% and maintaining platform availability above 70%.

Operational Excellence:

• Conduct thorough diagnostics of client questions to prevent unnecessary escalations.
• Maintain up-to-date knowledge on Cap IQ Pro platform enhancements and related tools.
• Participate in regular audits and follow-ups to ensure compliance with operational standards.

Team Collaboration And Engagement:

• Work closely with team members to foster a culture of partnership and integrity.
• Mentor new hires and assist in onboarding processes, providing guidance and support.
• Engage in team projects and initiatives, contributing ideas for workflow automation and process improvement.

Learning And Development:

• Complete mandatory educational sessions and pursue certifications in Excel, SQL, and other relevant areas.
• Actively participate in FIG Continuing Education series and other professional development opportunities.

Communication And Reporting:

• Provide timely updates on availability and proactively communicate any necessary adjustments to schedules.
• Report on key performance metrics and contribute to team meetings with insights and suggestions for improvement.

Qualifications:

• Bachelor's Degree in Economics, Accounting, Finance, or a related field.
• 2-4 years of relevant work experience in client support or a similar role.
• Excellent presentation, communication, multitasking, and client management skills.
• Team-player mentality with strong collaboration abilities.
• Proficiency in Excel and SQL is advantageous.
• ​Work Shift: You should be flexible to work on any shift depending on business needs

About S&P Global Market Intelligence

At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

• We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
• Our benefits include: 
• Health & Wellness: Health care coverage designed for the mind and body.
• Flexible Downtime: Generous time off helps keep you energized for your time on.
• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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202 - Middle Professional (EEO Job Group) (inactive), 20 - Professional (EEO-2 Job Categories-United States of America), OPRTON202.1 - Middle Professional Tier I (EEO Job Group)