Senior Customer Support Representative

| Chicago

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.

 

Responsibilities:
• Be accountable - Deliver excellent customer service by responding to all advisor and 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 advisor’s financial practices and provide applicable best practices
• Think strategically - Demonstrate superior product, custodial and process knowledge, and consultative account management skills
• Offer white glove service – Provide the highest quality service to advisors and their clients by answering inbound calls, proactively reaching out to advisors regarding account 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 operations analysts, project and product managers to address timely needs and/or issues in a prompt manner and work with custodians 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 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
• Are energized and enthusiastic about building relationships

 

Requirements:
• 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.
• Understanding of financial markets and the asset management industry preferred.
• Broker Dealer or Custodial experience preferred.
• A bachelor’s degree is required.

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Technology we use

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Location

22 W. Washington , Chicago, IL 60602

An Insider's view of Morningstar

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
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
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
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
Disability insurance covers 60% of annual salary up to $15000 monthly maximum payout.
Dental Benefits
Our dental plan covers 100% of preventive services, 80% of basic services, and 50% of major services.
Vision Benefits
With Morningstar's vision benefits you can get an annual eye exam with an in-network provider with just a $10 copay.
Health Insurance Benefits
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.
Retirement & Stock Options Benefits
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
Match charitable contributions
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
Child Care 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.
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.
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
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring.
Continuing Education stipend
Time allotted for learning
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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