What are the responsibilities and job description for the Product Support Analyst - Trading Solutions position at LSEG (London Stock Exchange Group)?
General customer service activities. Handle customer inquiries via phone, email, chat, etc. Provide service in an efficient, courteous, professional manner. To view the full job code description, copy and paste the following URL into your browser to access the GRF site, https://reachingourpeople.com/career-development/global-role-framework/.
At Refinitiv Wealth Management, we help our customers achieve success by providing access to an open platform that uncovers opportunity and catalyzes change. Our solutions empower financial advisors with perspectives that go beyond the headlines, and capabilities that add value to client relationships. Our solutions also provide the market data that will support advisory relationships and guide clients through investment decisions, with easy-to-use analytical tools. From the front to the back office, Refinitiv’s Wealth Management solutions offer best-in-class infrastructure and market content that match our clients' business requirements and will delight customers.
As a Product Support Representative in our Trading Support team, you will be responsible for analyzing business issues and resolving inquiries in a fast-paced environment, following our Incident Management Protocol when there is an interruption of service, and supporting business and system functionality. Product Support Representatives will work closely and communicate with technical and business associates throughout our organization and within our clients' organizations. In addition, you will provide world class customer service while supporting order and execution processing for equities, fixed income and options, post-trade regulatory reporting systems, and trade matching processes.
Day to day responsibilities will include:
- Interacting with internal and external clients and delivering world class customer service
- Demonstrating excellent communication skills
- Resolving inquiries/problems by using critical thinking, ingenuity, and collaboration in combination with established processes and procedures.
- Conducting engaging conversations with customers while handling customer issues
- Working through customer conflict and providing resolutions in a positive manner
- Acting as an advocate for the client while balancing the interests of both Refinitiv and the respective client
- Working both independently and as a strong team player
- Performing effectively under pressure
- Logging and classifying all calls and requests in the call tracking database
- Filtering and escalating inquiries as appropriate
The ideal candidate for this role will have:
- 3-5 years’ experience in day-to-day technology operations; trading or brokerage operations experience would be preferred
- A bachelor's degree with a focus in Finance or Economics, or equivalent experience
- Solid written and verbal communication skills
- The ability to work in a fast-paced environment
- A results-oriented focus and bias towards client satisfaction
The Financial and Risk Business of Thomson Reuters is now Refinitiv. Refinitiv equips the financial community with access to an open platform that uncovers opportunity and catalyzes change. With a dynamic combination of data, insights, technology, and news from Reuters, our customers can access solutions for every challenge, including a breadth of applications, tools, and content all supported by human expertise. At Refinitiv, we facilitate the connections that propel people and organizations to find new possibilities to move forward.
As a global business, we rely on diversity of culture and thought to deliver on our goals. Therefore, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Refinitiv is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise – and our purpose. You’ll be part of an organisation of over 25,000 people, spanning 70 countries. We recognise the individual perspectives each of our colleagues brings, and our diverse workforce is one of our greatest strengths. In supporting collaboration and creativity and encouraging new ideas across a diverse and inclusive workforce, we can improve how we are driving financial stability, empowering economies and enabling customers to create sustainable growth.
LSEG offers a range of tailored benefits and support from healthcare and retirement planning to paid volunteering days and wellbeing initiatives.
We are an equal opportunities employer. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs.
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