Senior Client Support Representative
The Role: Our group seeks a Senior Client Service Representative to join its team. This role will provide exceptional client service and positively represent Morningstar to advisors and their clients. This position is based in our Chicago office.
Responsibilities:
• Provides the highest quality service to advisors and their clients by answering inbound calls, clarifying and supporting operational procedures, resolving not-in-good-order items, and helping them navigate our website.
• Demonstrates strong client advocacy.
• Researches and resolves client service issues and inquiries in a detailed and timely manner.
• Collaborates with our client-facing teams to actively support advisors and their clients.
• Contributes to continuous process improvement efforts and looks for smarter and better ways to serve clients.
• Participates in the onboarding/training of new CSRs and other new hires that can benefit from product and client understanding.
• Contributes to ongoing training sessions, stretch projects, and round-table discussions while developing a strong foundation of knowledge to build on and use in his/her Morningstar career.
• Participates in the management of the ticket queue and appropriately assigns support issues to CSRs based on knowledge and comfort level.
• Oversees the maintenance of our knowledgebase to ensure it is current with respect to our capabilities.
• Serves as a mentor to more junior/inexperienced members of the team.
• Participates in ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of client service.
Requirements
• Demonstrated ability to deliver superior client-focused results.
• Solid understanding of financial markets and the asset management industry.
• At least four years of experience within the financial services industry.
• A bachelor’s degree is required.
• Series 65 considered a plus.
Morningstar is an equal opportunity employer.
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