Senior Client Support Specialist, Level II

Morningstar; Chicago (IL); Hybrid; USD 77,000 - 112,000; Full time

Benefits offered by this job

401k match

Stock ownership program

Health benefits

Job summary

Morningstar, based in Chicago, seeks a Level II Senior Client Support Specialist for complex data cases. The role blends client interaction with cross-team collaboration to resolve issues escalated from Level I, requiring strong writing and analytical skills.

Hybrid work in Chicago with four days in the office weekly, and close collaboration with Data Product Management and Data Operations ensures timely resolutions and client satisfaction.

Qualifications

• 3+ years of relevant professional experience.
• Excellent writing, communication, problem-solving, organizational, and analytical skills.
• Bachelor's degree required.

Responsibilities

• Define Level II workflow for the Data Division and improve related processes.
• Identify trends in large data case volumes and propose cross-team solutions.
• Track and determine resolution approach for complex data issues escalated from Level I teams.
• Meet with clients by phone or in person to support investigation and resolution.

Skills

Strong communication

Problem solving

Analytical thinking

Organizational skills

Written communication

Education

Bachelor's degree

Job description

About Morningstar

Morningstar is a leading provider of independent investment insights, data, and research. Our products and services help investors, financial professionals, and organizations better understand investments and make informed decisions. The Role As a Level II Senior Client Support Specialist, you will support complex data and data product cases that are escalated from the Level I support teams. You will work closely with Client Service Support, Data Product Management, and Data Operations to ensure resolution of these issues. Our analysts are responsible for researching identified issues, ensuring timely resolution, and communicating outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams. This is also a client-facing role, with occasional opportunities to meet with clients by phone or in person. This position is based in our Chicago office and follows a hybrid schedule, with four days per week in the office.

Responsibilities

Work with the Level II Manager to define the Level II workflow for the Data Division. Contribute to ongoing efforts to streamline and improve this and related workflows. Utilize metadata to identify trends within large volumes of data cases. Propose solutions to mitigate those trends and champion cross-team projects to implement approved solutions. Track, evaluate, and determine the resolution approach for complex data issues that elevate from the Level I teams, including Product Support, Client Service Consulting, and Relationship Management. Demonstrate a high sense of ownership of issues in the data ticket queue by providing timely updates, follow-up, escalation, and resolution. Prioritize issues appropriately based on severity and impact. Partner with Client Service, Product, and Sales to ensure issue-management processes are followed. Understand the roles, responsibilities, and expertise of internal stakeholders to help expedite issue resolution. Meet with clients by phone or in person from time to time to support issue investigation and resolution.

Requirements

3+ years of relevant professional experience. Excellent writing, communication, problem-solving, organizational, and analytical skills. Ability to work independently and manage competing priorities and deadlines. Excellent computer skills. Morningstar Data Product knowledge is a plus. Bachelor's degree required.

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

• Financial Health 100% 401k match up to 6% of salary
• Stock Ownership Potential
• Company provided life insurance - 1x salary + commission
• Physical Health Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
• Additional medical Wellness Incentives - up to $300-$600 annual
• Company-provided long- and short-term disability insurance
• Emotional Health Trust-Based Time Off 6-week Paid Sabbatical Program 6-Week Paid Family Caregiving Leave Competitive 8-24 Week Paid Parental Leave Adoption Assistance
• Leadership Coaching & Formal Mentorship Opportunities
• Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
• Tuition Reimbursement
• Social Health Charitable Matching Gifts program
• Dollars for Doers volunteer program
• Paid volunteering days 15+
• Employee Resource & Affinity Groups

Total Cash Compensation Range $76,550.00-112,266.66 Inclusive of annual base salary and target incentive

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

Company overview

001_MstarInc Morningstar Inc. Legal Entity Morningstar is a global independent investment research and financial data company. Here, you'll help uncover what's hidden, simplify what's complex, and create insights that empower investor success.

Morningstar Development Program

Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants. We make all employment decisions—including recruitment, hiring compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.