Client Services/Customer Care Support Specialist

Job Description

Client Services/Customer Care Support Specialist Position summaryThe role of a Client Services Specialist is to primarily act as a subject matter expert for the KY3P team, specifically as it relates to the KY3P product as well as industry wide events.As part of the client services operations team, the candidate will foster the consumer and vendor relationships of KY3P. The role requires coordination amongst business functions including sales, operations, development, customer training, and handling day to day client inquiries.Working with the product team, the candidate will be required to understand the processes related to KY3P and assist in the operational side of the product.Duties & accountabilitiesThe Client Services Specialist will:Client Service Experience
• Ensure customers of KY3P receive first class service consistent with IHS Markit s expectations.
• Actively speak with customers to ensure they understand how to use the functionality of the KY3P product suite and understand the full capability of KY3P s industry initiatives.
• Facilitate the onboarding of bank and vendor customers to KY3P from sales and ensure the maximum possible customer satisfaction.
• Understand client mapping requirements for data, API, and questionnaire purposes and facilitate entering that information into the system.
• Troubleshoot KY3P issues internally and externally, where there are issues within Markit or at its clients.
• Provide front line daily support for all clients including capture of bugs and enhancements.
• Identify and resolve any issues that KY3P clients have.
• Conduct follow ups for client outreach based off SLAs as necessary.
• Conduct client demos as required.
Data Integrity
• Work with business partners to validate the integrity of vendor profile information entered on the platform.
• Maintain the integrity of profile and company information that exists within the KY3P product suite and ensure that any exceptions are identified, researched, and resolved.
Industry Knowledge
• Become familiar with regulatory initiatives determined by the OCC (Office of the Comptroller of the Currency-US), Federal Reserve Board, FSA (Financial Services Authority-UK), and MAS (Monetary Authority of Singapore).
• Become extremely knowledgeable and familiar with industry-wide events such as Heartbleed, Shellshock, and other events that impact businesses.
• Become highly skilled in the KY3P suite of solutions such as Due Diligence and Monitoring, SENT, Assessment Services, and Onboarding and Oversight.
Operational Activities
• Complete operational duties including setting up companies in KY3P, setting up users in KY3P, uploading contacts in KY3P, adding questions into KY3P, and any other operational tasks that may become necessary.
• Increase productivity through effective use of operational capabilities in IHS Markit India.
• Assist global operation team members in any capacity on a day-to-day basis and in particular during high volume periods.
Business competenciesEducation and experience
• Experience in customer service and financial data operations
• Supplier risk management experience preferred
• Bachelor s Degree
• 5 - 7 years experience preferred
• Flexibility to work in APAC & EMEA hours
Commercial awareness
• Have an excellent client service ethos and be able to communicate effectively with priority clients and sales prospects
• Strong analytical and interpersonal skills
• Familiarity with bank compliance and risk management
Management requirements : N/APersonal competenciesPersonal impact
• Detail-oriented and a thorough problem-solver
• Effective, likeable, and customer focused
• Organized and diligent
• Highly analytical
• Flexible and able to adapt to changing situations
Communication
• Excellent client service ethos and be able to communicate effectively with priority clients and sales prospects
• Ability to provide effective training of the KY3P system to clients
Teamwork
• Quickly gain the respect of peers, clients, and staff
• Comfortable working in team environments and interacting with clients at all levels of business
-----------------------------------------------Inclusion and diversity are critical to the success of IHS Markit, and we actively encourage applications from people of all backgrounds. We are committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, status as a protected veteran, or any other protected category. For more information on the many ways in which we enthusiastically support inclusion and diversity efforts for both candidates and employees, please access our Inclusion & Diversity Statement here .We are proud to provide reasonable accommodations to applicants with disabilities. If you are interested in applying for employment with IHS Markit and need special assistance or an accommodation to use our website or to apply for a position, please contact or call +1 212 849 0399. Determination on requests for reasonable accommodation are considered on a case-by-case basis. This contact information (email and phone) is intended for application assistance and accommodation requests only. We are unable to accept resumes or provide information about application status through the phone number or email address above. Resumes are only accepted through the online application process, and only qualified candidates will receive consideration and follow-up.IHS Markit maintains a substance-free workplace; employees may be asked to submit to a drug test (where permitted by law). In addition, in order to comply with applicable federal, state, and local vaccine mandates (including those in place for US federal contractors), US employees may be required to provide proof of being fully vaccinated, unless they have been approved for an accommodation due to a medical reason, a sincerely held religious belief or another legally protected reason. The company also participates in the E-Verify Program to confirm eligibility to work in the US.For information please click on the following links:IHS Markit Business Code of Conduct Right to Work EEO is the Law EEO is the Law Supplement Pay Transparency-----------------------------------------------Current ColleaguesIf you are currently employed by IHS Markit, please apply internally via the Workday internal careers site.,

Keyskills :
client servicesapplication servicesfinancial servicescode of conductplsql