Client Support Specialist, Pricing & Reference Data

Job PurposeThe 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.ResponsibilitiesSupport international Tier 1 banks, mutual and pension funds, hedge funds and insurance companiesResearch and respond to client queries, via email
and phone, in a professional manner; while taking great care to keep client informed of action being takenSupport 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 analysisProblem solving and troubleshootingInteract daily with multiple data and evaluation teams, product support, operations, IT, account managers & product managersIdentify trends to address with the client or internally to improve client experience and workflowCommunicate with colleagues to maximize efficienciesTracking client questions and issuesKnowledge and ExperienceBachelor's degree requiredBasic knowledge of the Financial Services industryEffective listening, verbal and written communication skillsProblem solving skillsCritical thinkingCall hosting skillsAbility to work under pressureExperience in a professional work environmentPositive attitude
and deep customer service orientationMust be able to work flexible shifts between 8:00 AM and 8:00 PM to ensure proper coverage