Senior Customer Support Representative (Part-Time)

| Chicago | Hybrid
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The Group
The Morningstar Investment Management group consists of our investment advice, consulting, and retirement-solutions businesses. Through our investment advisory subsidiaries, we use our expertise in asset allocation, manager research, and portfolio construction to create innovative investment solutions for institutions, advisors, and their clients.
The Role
Morningstar's Investment Management seeks a Senior Customer Support Representative to join its team to provide superior service to advisors and their clients. This role will interact extensively with advisors including new and existing advisors to provide a thorough understanding of Morningstar Managed Portfolios custodial processes and supporting operational procedures. The Senior Customer Support Representative works closely with their sales counterparts on advisor retention, issue resolution and continuous process improvement within their assigned territories while always promoting strong client advocacy. This position is based in our Chicago office. We are looking for part-time workers to be available between 10am-2pm Monday through Friday.
Responsibilities

  • Be accountable - Deliver excellent customer service by responding to all client inquires in a professional manner
  • Handle the hard stuff - Take ownership and tackle complex and challenging issues to resolve the client needs
  • Continuously learn - Gain a deep understanding of Morningstar's core data offerings and provide applicable best practices
  • Think strategically - Demonstrate superior product, data and process knowledge
  • Offer white glove service - Provide the highest quality service to clients by answering inbound calls and emails, proactively reaching out to advisors regarding issue updates and being the main point of contact while maintaining an "above and beyond" service aptitude
  • Act as a team player - Interact with Morningstar's data analysts, product developers, and customer success managers to address timely needs and/or issues in a prompt manner and to ensure proper processing, follow through and resolution of client requests
  • Contribute to the Morningstar culture - as a Senior Client Service Representative answering client inquiries in a positive, fast paced and innovative setting while consistently maintaining professional call/email management etiquette


This role would be a good fit if you

  • Can collaborate and work well with other teams
  • Are not afraid to point out potential improvements/improvement areas
  • Can effectively manage multiple tasks/priorities
  • Enjoy meeting deadlines
  • Have a trustworthy team player attitude
  • Can communicate effectively through the phone and email
  • Are energized and enthusiastic about building relationships


Qualifications

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


002_MstarAssocLLC Morningstar Investment Management LLC Legal Entity

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Technology we use

  • Engineering
    • C#Languages
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • D3JSLibraries
    • ReactLibraries
    • ASP.NETFrameworks
    • Backbone.jsFrameworks
    • Ember.jsFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • PlayFrameworks
    • SpringFrameworks
    • MariaDBDatabases
    • MemcachedDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

What does your typical day look like?

Every day is a little different. Our team is focused on POC (Proof of Concepts). My work involves problem-solving, development and software design. I work on the Data collections team, currently most of this involves, on a high level, automating the process currently used to collect data from raw sources through Machine Learning.

Upasna

Software Engineer, Data Collections - AI R&D

How does the company support your career growth?

We believe in promoting from within, based on previous impact to the team. Whenever possible, we will stretch our employees to take on expanded roles that aligns with the career progression they are interested in.

Jeff

Head of Technology and Product

What are Morningstar Perks + Benefits

Morningstar Benefits Overview

At Morningstar, your contributions have meaning and can drive change. Across our 27 offices worldwide, we’ve invested in fostering a community where talented, driven people can grow. Our entrepreneurial spirit and uncompromising ethics guide everything we do. It’s all in the name of empowering investors. Morningstar is proud to offer a comprehensive benefits package to eligible, full-time employees in the United States who work a minimum of 30 hours per week. Our benefits are designed to invest in your -- and your family's well-being, including investments in your health and financial future.

Culture
Volunteer in local community
Morningstar encourages our colleagues to become involved in their communities, by providing paid time off for volunteer activities.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Morningstar provides employees with a flexible work schedule that includes Summer hours, Work from home, Flexible start and end times.
Remote work program
The safety of our employees is very important to us. We have been operating remotely due to COVID-19.
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Morningstar encourages unconscious bias training for all employees, especially managers and hiring personal. We believe that by raising awareness of bias we can decrease its effects.
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Morningstar offers two Flexible Spending Accounts (FSA)— one for healthcare expenses and one for dependent care expenses. You may enroll in both $ determine the contribution amount.
Disability insurance
Dental insurance
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision insurance
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health insurance
Morningstar continues to offer the choice of two medical plans—the Savings Plan and the Classic Plan. Both are administered by Blue Cross and Blue Shield of Illinois (BCBS).
Life insurance
Morningstar offers 4 tiers of life insurance that offer varying benefits. Basic Life insurance is equal to 1 times an employee's annual salary.
Wellness programs
Mental health benefits
Our insurance covers 80% on in-network mental health services. Our Employee Assistance Program provides no-cost, confidential, 24-hour counseling on a wide variety of issues.
Financial & Retirement
401(K)
Take advantage of a number of Morningstar tools to help you manage your 401(k) account and your finances, including Morningstar Retirement Manager, available to you at no cost.
401(K) matching
Morningstar provides employees with a 401(k) matching plan managed. We match $0.75 for every dollar contributed, up to a maximum of 7% of employee pay contributed to the plan each pay period.
Company equity
Morningstar’s global employee equity benefit, Shared Ownership, enables you to take a portion of your bonus payout and exchange it for RSUs, with Morningstar providing an additional 50% match.
Employee stock purchase plan
Colleagues who exceed their performance goals substantially may be eligible for Impact RSU Awards as an additional reward on top of their cash bonus/commission award.
Performance bonus
Charitable contribution matching
Morningstar's Matching GIfts program will match your charitable giving up to the local currency equivalent of $500 USD per calendar year.
Child Care & Parental Leave Benefits
Childcare benefits
Morningstar offers the option of in-home child and elder care, in addition to the existing day care center back-up care benefit.
Generous parental leave
Morningstar has a global minimum of 6 weeks paid time-off to bond with new family members. This benefit applies to all individuals equally, including birth mothers, fathers, adoptive parents.
Family medical leave
Eligible employees may take up to 12 weeks of job-protected, unpaid leave per year for certain specified reasons, and up to a total of 26 workweeks of leave to care for a family member.
Adoption Assistance
We reimburse up to 80% for eligible adoption expenses, up to $4,000 per adoption, in addition to a minimum of 6 weeks paid time off.
Return-to-work program post parental leave
Company sponsored family events
Morningstar sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Our employees receive 2 days per year of paid volunteer time.
Sabbatical
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Fitness stipend
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Compensation at Morningstar is more than a salary. It’s about making positive contributions to both life and work. We give our diverse workforce the choice and flexibility they need to maintain their health, retirement plans, time, and professional growth.

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