Product Consultant

Product Consultant, Client Service - Mumbai

The Group: The Client Service group is the face of Morningstar post sales. The individuals in this group work towards enabling our clients to efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management, Customer Succes, Implementation and Sales teams to build an excellent client service model, ensuring clients best-in-class experience using our products to achieve their goals

The Role: Morningstar seeks a Product Consultant to join our Global Client Support team for supporting Morningstar’s research, data and analytical products. Being a Front office role, you will be working directly with our Enterprise clients, you will join our client service group with the aim of resolving their critical and time sensitive issues. Working in conjunction with our product management, implementation managers, solutions, and sales teams, you will act as an expert to support the growth of Morningstar’s enterprise solutions with our clients and identify new opportunities for expanding our offerings. This will be a key role in our mission to provide exceptional client experience by helping Institutional clients use our products to meet their goals. This position is based in our Mumbai office.

Skills

• API Testing (via Postman), Using Inspect in web pages to identify data mappings/source, Reading JSON/XML, Splunk, FTP Delivery mechanisms, IP whitelisting.
• Fund Universe - Legal Structures - Open Ended, Close Ended, ETF’s, SICAV’s, Life and Pension
• Equity/Debt – Stocks, Option Chain, Duration, Risk Statistics

Responsibilities

• Provide best-in-class service to all incoming client queries related to Morningstar products and services.
• Maintain an expert knowledge of Morningstar products and services, features, benefits, serve as a resource to team members and act as a consultant to the client.
• Apply a professional, timely, and proactive approach to escalated issues and calls.
• Regularly follow up internally and externally for all outstanding client queries and requests.
• Work closely with our internal Data, Engineering and Implementation teams to ensure timely production, quality assurance, and the delivery of projects for new and existing clients
• Ensure compliance with the required service levels for the process
• Demonstrate and promote strong client advocacy.
• Provide and facilitate pertinent corporate, inter-departmental communications as necessary

Requirements:

• 2-3 years of relevant experience. Experience in Financial Services/Capital markets is preferred.
• A proven record of managing clients with contractual timelines and scope. Effective analytical and decision-making skills.

• Good understanding of financial markets and investment products (especially stocks, mutual funds, commodities, currency) with inclination to learning

• Understanding of networks, web service errors, and complex software systems

• Excellent skills in Microsoft Excel

• Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills. Professional attitude and strong service orientation.

• Educated to degree level, an advanced degree is a plus
• Excellent written and verbal communication in English
• The ability to work independently, efficiently, and responsibly.  Extreme attention to detail and an ability to document processes.
• The desire to work for a company where individual contributions have significant impact on the success of the Team as a whole. A positive attitude is required.
• Experience working effectively with others in a team setting while under the pressure of deadlines.
• Willingness to work long hours at critical times (i.e., quarterly reporting) is based on need.
• Availability to work on Saturdays, Sundays & Public holidays (on a rotating basis) is a key requirement for this role as part of a global 24x7 support operation.

Nice to Have’s

• Experience with complex information systems, understanding of basic coding, reading XML/Jason and use of Postman
• Familiarity with customer relationship management (CRM) software

Morningstar is an equal opportunity employer.