Client Experience Consultant

Rimes; Metro Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

Rimes in the Philippines is seeking a Client Managed Services professional to deliver data services to financial clients. You will handle customer interactions, monitor data feeds, and resolve issues with a focus on quality.

Ideal candidate has a finance/data background, strong Excel, basic Python, and the ability to manage multiple tasks with accuracy. The role collaborates with global teams to ensure service levels and client satisfaction.

Qualifications

• Experience in the financial data industry.
• Graduate caliber in finance, mathematics or related field.
• Experience working with, querying, and manipulating data and large datasets.
• Strong MS Excel knowledge and data analysis skills.
• Understanding equity and fixed income indices is a plus.
• Familiarity with financial databases and data feeds.

Responsibilities

• Deliver information and analytical solutions to customers, enhancing understanding of products.
• Monitor and troubleshoot daily data feeds and services to maintain high quality.
• Resolve client queries promptly to ensure satisfaction.
• Handle escalations from internal teams and drive swift resolutions.
• Communicate with clients to foster strong relationships and clear updates.
• Ensure service delivery aligns with KPIs and quality standards.
• Document processes and support product and service quality.
• Organize training, demos, and client calls to educate users.

Skills

Customer service

Data analysis

Excel

Python

AI agents

Education

Finance/Math degree

Tools

Financial databases

Job description

About Rimes

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world's leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

About Rimes

Rimes provides the Intelligence Fabric for Capital Markets, a trusted data network and intelligence architecture that transforms fragmented data, operations and workflows into decision-grade intelligence. The world's leading institutional investors, asset managers, and service providers rely on Rimes to help them make better investment decisions that power more than US$ 75 trillion in AUM annually.

The Opportunity

Rimes utilizes technology to automatically retrieve, manage, transform, enrich, validate, and deliver financial data from a wide range of sources to over 350 clients. Client Managed Services owns this process and is the interface between our clients, our platform and organization. Client Managed Services comprises a team of more than 50 staff based in 9 global locations, performing a wide range of client-facing functions. This team oversees the delivery of 60000+ data feeds daily. Client Managed Services' first line team proactively monitors exceptions based on timeliness and the quality of data in a top-down manner, in conjunction with managing our client's ever-changing priorities and corresponding queries.

The Client Managed Services Feed Management team handles complex escalation from our first line group, in addition to managing change projects that impact all our clients globally.

Client Managed Services team owns the technical relationship with the client; they are responsible and accountable for the service provided to a set of clients, within geographic regions. Client Managed Services team owns the technical relationship with the client; they are responsible and accountable for the service provided to a set of clients, within geographic regions. Service Performance teamwork with our clients to adapt to the services received, in line with the ever-changing requirements of the investment management industry. Alongside our sales and account management teams, the Client Experience team provides regular service reviews with our clients, to reinforce our value proposition, provide industry insight and uncover further opportunities to solve our clients' challenges.

Key Responsibilities:

• Customer Service: Deliver key information and analytical solutions to customers, enhancing their understanding and use of our products.


• Monitoring and Troubleshooting: Oversee and troubleshoot the daily provision of data and services to maintain high-quality standards.


• Query Resolution: Address and resolve client queries promptly, ensuring customer satisfaction.


• Escalation Handling: Take charge of escalations from the Internal Operations team, working towards swift and efficient resolutions.


• Client Communication: Manage interactions with clients, fostering positive relationships, and clear communication.


• Performance Management: Guarantee the delivery of services in alignment with Key Performance Indicators (KPIs) to meet and exceed service standards.


• Documentation: Engage in comprehensive documentation practices to maintain accurate records and support product and service quality.


• Training and Demos: Organize and conduct training, demonstrations, and client call to educate and engage clients with our products and services.


• Product Support: Assist in supporting the full suite of Rimes products to ensure seamless user experiences.

Who you are:

• A confident fluent speaker with exceptional interpersonal skills


• Previous work experience in the financial data industry


• Have effective analytical and problem-solving skills


• Graduate caliber, preferably in a finance, mathematics or a related field


• Experience working with, querying, and manipulating data and large datasets


• Sound working knowledge of financial spreadsheets and financial databases and applications


• High proficiency with MS Excel


• Knowledge and understanding of equity and fixed income indices


• Knowledge of Python and hands-on experience with AI agents are considered advantages.


• Flexible, enthusiastic and display a positive attitude


• Able to multi-task, prioritize and meet deadlines and passionate to work on your own initiative


• Attentive to detail, but also able to demonstrate a wide degree of creativity

Only selected candidates will be contacted for interviews. We appreciate your understanding. Thank you for considering a career with us.

Rimes is committed to promote the values of diversity and inclusion throughout the business. Whether it's through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

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