Position Description

Morningstar - Senior Client Support Representative
Location Chicago, IL
Job Function Customer Service
Employer Name Morningstar
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About the Role:

The Customer Support Representative will work as part of our dynamic global support team supporting one of our product business lines. Covering one of three shifts that cover from 7am to 7pm, the Customer Support Representative will provide assistance and support to our clients globally.

Job Responsibilities:

  • Provide support to all incoming client queries during your shift.
  • Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
  • Investigate thoroughly all incoming queries and escalate to your team leader/manager where necessary.
  • Document all actions in CRM (Service Cloud) and create escalations for other teams in Jira.
  • Provide regular follow-up to clients on all outstanding queries.
  • Assist with creating documentation and knowledge sharing.
  • Actively contribute to process improvement project work

Qualifications:

  • Possess a working knowledge of technology and be able to operate in an environment requiring immediate computer skills
  • Adhere to attendance and scheduling policies
  • A minimum of three years of customer service, educational training, or sales experience preferably within the financial services industry
  • Excellent time-management, prioritization, communication, and analytical skills
  • Previous experience in a heavy volume service environment (phone, email, internal communications) preferred
  • Ability to communicate on technical issues with clients
  • Associate's Degree is required

Nice to have:

  • Fluency in a second business language is desirable.
  • Background in Financial Technology
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