Senior Client Support Specialist

Intercontinental Exchange; City of Westminster; On-site; GBP 40,000 - 60,000; Full time

Job summary

ICE Data Derivatives is seeking a Senior Client Support Specialist to support global clients with questions about data and option prices. You will resolve issues creatively by understanding ICE processes and resources, while maintaining strong client relationships.

The role requires a degree in Economics or Finance, 3 years of client-facing experience, excellent English, and solid time-management and analytical skills. Working hours are five days a week, Monday to Friday.

Qualifications

• Bachelor's degree in Economics, Finance or a related discipline.
• 3 years of experience in a similar support or client-facing role.
• Excellent verbal and written English language skills.
• Excellent time-management and organizations skills.
• Strong analytical and problem-solving skills with attention to detail and follow-up.
• Able to interact with external clients and internal business units.

Responsibilities

• Onboard and off-board clients for ICE Data Derivatives products and services.
• Field client inquiries and requests received via email, chat, Salesforce, and phone, including product and application questions, data and price confirmations.
• Provide timely and accurate response to all client inquiries.
• Provide support for any file delivery failures.
• Escalate issues with internal groups to resolve issues with urgency when applicable.
• Maintain strong relationships with clients and internal teams.
• Ensure up-to-date documentation of policies, procedures and work processes periodically.

Skills

English proficiency

Time management

Analytical thinking

Client interaction

Education

Bachelor's degree in Economics/Finance or related

Tools

Salesforce

ServiceNow

MS Office

FTP

Job description

The team oversees customer support for ICE Data Derivatives clients. A significant part of the job is working with clients globally on queries regarding the operation of the company's products and handling questions about option prices and data. The successful candidate will be able to resolve issues creatively by understanding the processes and resources of the company. Responsibilities

• Onboard and off-board clients for ICE Data Derivatives products and services
• Field client inquiries and requests received via email, Chat, Sales Force, and phone, including, but not limited to, product and application questions, as well as data and price confirmations
• Provide timely and accurate response to all client inquiries
• Provide support for any file delivery failures
• Escalate issues with internal groups to resolve issues with urgency, when applicable
• Maintain strong relationships with clients and internal teams
• Ensure up-to-date documentation of policies, procedures and work processes periodically
• Bachelor's or equivalent university degree in Economics, Finance or a related discipline
• 3 years of experience in a similar support or client-facing role
• Excellent verbal and written English language skills
• Excellent time-management and organizations skills
• Strong analytical and problem-solving skills with attention to detail and follow-up
• Ability to interact with external clients, as well as internal business units
• Working knowledge of SalesForce, Service Now, MS Office, FTP (an advantage.)
• The working hours will be 5 days per week, Monday to Friday
• ICE Data Services (IDS), a leading provider of financial market data, has an opening for a Senior Client Support Specialist to support ICE Data Derivatives, which provides data and analytics for risk management of derivatives across 5 asset classes (Foreign Exchange, Interest Rates, Equities, Commodities and Credit) and 100s of instrument types. Client Support Specialists are responsible for answering clients' questions and managing and escalating production issues.