Service Operations Associate

| Chicago

The Group: The Client Service Operations function supports the “smart, fast, nice” principle by creating, maintaining, and continually improving the internal service environment and infrastructure, so that client-facing service personnel can worry less about our service data, processes, and systems, and more about proactive and interpersonal client service. Client Service Operations employees seek to understand current service processes/systems, traffic patterns, and quality levels; envision a future goal state; and work continually to close the gap between the two. They are adept at balancing the needs of tactically eliminating obstacles while strategically implementing an environment/infrastructure that supports long-term goals. Client Service Operations employees are heavily focused on metrics and analytics, process improvements, staying in touch with trends in service technology, closely collaborating with our Data, Product and IT teams.

The Role: The Service Operations Associate contributes to large-scale Project Management activities, develops standard operating procedure documents, and performs ad-hoc analyses and reports for Service Operations Management. The role also helps maintain and enhance crucial elements of the company’s client feedback programs, such as Net Promoter Score and Client Satisfaction Score (CSAT).

 

Responsibilities:
• Maintain a working knowledge of the features, benefits and functionality of internal corporate products and processes, and serve as a resource to team members.
• Responsible for documentation and announcement of releases/updates pertinent to case management workflows.
• Develop and maintain internal Service Console training materials.
• Manage day-to-day end user requests relative to Global Client Service Operations.
• Assist in the deployment of change management activities and high impact projects for Client Service, such as migration of newly acquired firms’ users, data, and workflows into Salesforce.
• Work cross-functionally with Client Services, Data, Product and other corporate teams to identify and solve complex workflow inefficiencies.
• Monitors KPIs and performance dashboards and identifies process improvement opportunities.
• Manage initiatives related to the company-wide client feedback program such as Net Promoter Score and CSM CSAT Score
• Contribute to procurement decisions by evaluating productivity and CX tools such as Salesforce add-ons and survey providers

 

Basic qualifications
o Familiarity with Morningstar corporate systems (i.e. Salesforce, JIRA, Tableau, Office 365) with at least 6 months of hands on experience with Salesforce, JIRA and Office 365.
o At least 1 year of prior client service experience.
o Detail-oriented and self-starter with an enthusiasm to drive support process and knowledge sharing improvements.
o Excellent communication, organizational and time management skills, with an emphasis on project management.
o Able to work in an independent environment with little supervision.

Preferred qualifications:
o Experience with quality management methodologies including but not limited to LEAN / Six Sigma is a plus.
o Interest in UI/UX design and knowledge in HTML, CSS, and/or JavaScript is a plus.
o Bachelor’s Degree required; preferably in business administration or information management.
o Ability to travel less than 5% of the time.
o Willingness to work flexible hours to accommodate business partners in different time zones
o Able or willingness to relocate to the Chicago office.

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Technology we use

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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
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
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
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
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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