Senior Analyst

Position Summary

Senior Client Support Analysts are a key and valuable link between our product & services offerings and our customers. Combining a thorough knowledge of capital markets and Content, with expertise of our products. Sr. CSAs will be responsible for providing Market Data support for Refinitiv Sales, buy-side trading, brokerage & exchange clients on multiple global and domestic workstations and various financial applications & content. They play a key role in knowledge sharing and mentoring our existing CSAs.

Senior Client Support Analyst will respond to incoming Client questions regarding Refinitiv products and services for some key/critical accounts. The incumbent of this role will maintain all aspects of the customer relationship, assisting key accounts in various data and account service via Phone / emails. Senior Client Support Analysts will be managing all post-Sales queries received from our existing customers.

Essential Day-to Day Responsibilities

• Responds to more complex and/or specialized issues, resolving as many inquiries as possible on the first call.

• Works mainly independently to solve client queries and largely follows precedents, having basic knowledge of specialized concept.

• Solves complex issues that may involve interpreting the needs of the customer, determining the solution to the problem, and assessing any downstream impact.

• Assists new team members in learning the processes and procedures required to deliver excellent customer service.

• May act as a subject matter expert and provide work direction to resolve an escalated customer inquiry.

• Ensures the accurate delivery of information and resolution.

• Potential to provide professional & courteous training of existing clients over the telephone/ MS Teams.

• Participate in BPI/Tasks based Project/Program with positive outcome.

• Engagement and Participation in Certification program.

• Collaboration with SAM Group for two-way feedback for client retention.

Key Attributes & Skills

• 2+ years of Experience in a customer service or contact centre environment preferred. Previous experience in the financial industry desirable.

• The ability to learn and become specialists in products and develop a sound understanding of the financial markets they serve.

• Willingness to undertake additional projects and responsibilities from time to time.

• Fluent in English, able to use English as working language with internal teams and customers

• Expert understanding of relevant products and data. Understanding of client needs. Focus on delivering results.

• Ability to manage high pressure client situations and build trust with the clients

• Ability to prioritize multiple simultaneous issues

• Ability to communicate well with internal and external stakeholders.

• Displaying excellent market knowledge in the following Asset Classes: Commodities, Equities, FX, or FI

• Excellent interpersonal skills and client management skills

• Strong client (internal and external) communication and presentation skills

• Self-motivated, "Find a way to get it done" attitude

• Outstanding time management skills and attention to details  

• Detail oriented with sound information probing skills.

• Well-developed analytical skills with that can problem solve and develop solutions.

• Focused on service delivery

• Excellent business writing skills

• Graduation in Finance/Commerce

As a global business, LSEG relies on diversity of culture and thought to deliver on our goals. Therefore, we seek hardworking, qualified employees in all our operations around the world−regardless of race, colour, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. LSEG is proud to be an Equal Employment Opportunity/Affirmative Action Employer

Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you.

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.

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.

You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering.

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

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