Client Support & Research Analyst

A Client Support & Research Analyst is needed to join the team at this leading provider of economic data based in London on a full-time basis. 

The Client Support & Research Analyst's role is to ensure efficient handling of client queries via the company's ticket system and Support group mailbox. Responsibilities include prioritising, documenting, and resolving requests by collaborating with internal teams such as Operations, Sales, IT, Data providers and the Client Support team in India. Client Support team members will also liaise with external stakeholders such as global stock exchanges and client relations teams.

About the Company

The company provides financial institutions with global financial data, including corporate actions, pricing, reference data, and analytics.They support clients by offering flexible data services tailored for use across trading, risk management, compliance, and financial analysis. Their comprehensive data covers equities, derivatives, fixed income, economic indicators, investment funds, and tax information, with services available through various delivery options like APIs.

Key Responsibilities:

• Take ownership and manage all client queries through the ticket system and email (Equity, End of day prices, Fixed Income, Mutual Funds and Derivative queries (post training))
• All queries to be acknowledged within 3 hours of receiving the query
• Investigate and resolve queries within 2-3 working days (queries which take longer to
• resolve require regular status updates to clients)
• Speak with internal and external teams to reach a resolution
• Covering incoming calls
• Be part of the team rota to ensure support coverage at all times
• Participate in regular team meetings
• Being the point of escalation for internal team queries
• Speak with Exchanges and other providers regularly
• Work on internal pricing file queries sent by Sales team and other departments
• Assisting Kolkata support team with resolution of queries
• Perform the job role in compliance with EDI's security objectives as defined in EDI's
• policies and procedures.
• To carry out any other duties as may be reasonably required

Essential Qualifications

• A'Level or equivalent

Desirable Qualifications

• Bachelor's degree

Required Experience

• Entry Level
• Client Service experience
• Able to work to tight deadlines
• Able to work within a team
• Working with internal departments

Desirable Experience

• Entry Level

Required Skills

• Exceptional customer service orientation.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and
• questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of financial data queries.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Proven analytical and problem-solving abilities.
• Good understanding of the organisation's goals and objectives.
• Highly self-motivated and directed.
• Keen attention to detail.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.

Desirable Skills

• Background knowledge of financial data including corporate actions

Other job requirements

• Must be available to work a rotating shift schedule (Mon to Fri): 08:00-16:30, 09:00-17:30, 10:00-18:30 or 15:00-23:00
• Must be available to work Bank Holidays

Sounds interesting? Click APPLY to send your CV for immediate consideration.

Candidates with previous experience or job titles including; Customer Service Representative, Market Research Analyst, Data Analyst, Business Support Coordinator, Operations Assistant, Client Relationship Manager, Research Assistant, Account Manager, Administrative Coordinator, Project Support Officer may also be considered for this role. 

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