Client Service Representative, Financial Software

The Role:

The Morningstar Support Team seeks a Client Service Representative to join its team to provide superior service to our institutional clients (financial advisors, banks, broker dealers, mutual fund companies, etc.)

This role will interact extensively with new and existing clients to provide a thorough understanding of Morningstar’s core investment data and innovative software products. The Client Service Representative works closely with their internal Sales and Customer Success Manager counterparts on client retention, issue resolution, and continuous process improvement while always advocating for our clients.

This position is based in our Chicago office.
 

Responsibilities:

• Be accountable – Deliver excellent customer service by responding to all client inquires in a professional manner.
• Act as training consultant – Our clients appreciate the value of our data and software for their needs, so we take the time to understand those needs and address them head on.
• Continuously learn – Gain a deep understanding of Morningstar’s core data offerings and provide applicable best practices.
• Think strategically – Demonstrate superior product, data and process knowledge and use that knowledge to anticipate client needs.
• Offer white glove service – Provide the highest quality service to clients by professionally and thoughtfully answering inbound calls and emails.
• Act as a team player – Interact with Morningstar’s data analysts, product developers, and customer success managers to address timely needs and/or issues in a prompt manner and to ensure proper processing, follow through and resolution of client requests.
• Contribute to the Morningstar culture – As a Client Service Representative answering client inquiries in a positive, fast paced and innovative setting while consistently maintaining professional call/email management etiquette.
• Assist in creating knowledge articles to drive our AI driven solutions.

Qualifications：

• A minimum of three years of customer service, educational training, or sales experience in a professional corporate environment preferably within the financial services industry.
• Adhere to attendance and scheduling policies, within a call center that operates on all weekdays, from 8:00 am – 6:00 pm.
• Possess a working knowledge of office and support related technology including Microsoft Office, Salesforce CRM, and online chat and communication tools.
• Excellent time-management, prioritization, communication, and analytical skills
• Previous experience in a heavy volume call center service environment (phone, email, chat and internal communications) preferred.
• Ability to communicate on technical issues with clients.
• Strong written and verbal communication skills.

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
  • 75% 401k match up to 7%
  • 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 Bonding Leave
  • Adoption Assistance
  • Leadership Coaching & Formal Mentorship Opportunities
  • Annual Education Stipend
  • 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

Inclusive of annual base salary and target incentive

Morningstar’s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we’ve found that we’re at our best when we’re purposely together on a regular basis, typically three days 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.