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    Client Services Specialist, Fitch Solutions London - Fitch Ratings

    Fitch Ratings
    Fitch Ratings London, United Kingdom

    1 week ago

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    Description

    At Fitch, we have an open culture where employees are able to exchange ideas and perspectives, throughout the organization, irrespective of their seniority. Your voice will be heard allowing you to have a real impact. We embrace diversity and appreciate authenticity encouraging an environment where employees can be their true selves. Our inclusive and progressive approach helps us to keep a balanced perspective. Fitch is also committed to supporting its employees by advancing conversations around diversity, equity and inclusion. Fitch's Employee Resource Groups (ERGs) have been established by employees who have joined together as a workplace community based on similar backgrounds or life experiences. Fitch's ERGs are available to connect employees with others within the organization to offer professional and personal support.

    With our expertise, we are not only creating data and information, but also producing timely insights from every angle to influence decision making in this ever changing and highly competitive market. We have a relentless hunger to innovate and unlock the power of human insights and to drive value for our customers. There has never been a better time to make an impact and we invite you to join us on this journey.

    Fitch Solutions provides data, research and analytics that help clients excel at managing their credit risk, offer deep insight into the debt investment market, and provide comprehensive intelligence about the macroeconomic environment. All available on our platform, Fitch Connect, designed and built using our credit, macro and industry expertise to help you make more informed decisions.

    Customer Support Specialist

    Fitch Solutions Customer Solutions Desk is currently seeking a Customer Support Specialist in the London office.

    The Customer Support team is committed to providing the highest quality of service possible to our clients. A successful candidate will provide proactive, world-class customer support to our clients via telephone and email.

    What We Offer:

  • Great development opportunities and exposure to other departments within Fitch Group
  • Collaborative work environment

    • We'll Count on You To:

  • Provide 1st level support to internal and external users for all products and delivery channels (Web, API, Excel Add-in, Datafeeds)
  • Document and manage all queries, enhancement requests and feedback received via email and telephone to ensure a timely resolution and an overall positive client experience
  • Work closely with Product, IT, Sales and other groups in the analysis, interpretation, and resolution of client issues
  • Utilize internal system (Salesforce Service Cloud) to log issues, escalate unresolved queries and follow-up with relevant departments for issue resolution
  • Provide client feedback to Product and Sales as appropriate to support product enhancement, renewal, and growth objectives
  • Take part in internal projects (Salesforce, metrics, etc.) as required
  • Provide ad-hoc product training via Zoom sessions customized to the client's needs and requirements
  • Produce ad-hoc reports
  • Identify and log leads and assign to relevant teams
  • Be proactive and identify innovative ways to improve the client experience

    • What You Need to Have:

  • Educated to a degree level or equivalent
  • Prior customer support experience in a fintech, financial services, or data and research provider environment
  • Customer focused with a commitment to providing exceptional client services
  • Quick learner with excellent attention to detail
  • Excellent troubleshooting and problem-solving skills
  • Highly motivated, flexible, proactive, and adaptable to change
  • Excellent organizational and time management skills, including ability to prioritize and work under tight deadlines
  • Team player with ability to work as an individual
  • Strong written and verbal communication skills

    • What Would Make You Stand Out:

  • Knowledge of Fixed Income products preferred but not required
  • Prior experience with Web-based platforms, Excel Add-in, Datafeeds or API is a plus
  • Fluency in European Languages (verbal and written) would be a distinct advantage

    • Why Fitch?

    At Fitch Group, the combined power of our global perspectives is what differentiates us. Our global network of colleagues comes together to accomplish things greater than they ever could alone.

    Every team member is essential to our business and each perspective is critical to our success. We embrace a diverse culture that encourages a free exchange of ideas, guaranteeing your voice will be heard and your work will have an impact, regardless of seniority.

    We are building incredible things at Fitch and we invite you to join us on our journey.

    Fitch Solutions is a leading provider of insights, data and analytics. It informs investment strategies, strengthens risk management capabilities and helps identify strategic opportunities. Its analysts, lawyers, journalists and economists offer in-depth views on credit markets, credit risk, ESG, developed and emerging markets, industry sectors and individual credits.

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