Senior Product Consultant

Senior Product Consultant
Client Support Representatives (CSRs) provide "smart, fast, and nice" end-user support on-demand via phone, email, chat or other "remote" tools. CSRs are considered the first line of support for our products, including Planit, SuitabilityPro, and FinaMetrica. They will engage with end-users across various customer segments, including individuals, advisors, and institutions. They are support specialists with a practical level of knowledge across our suite of Financial Planning products and expertise spanning usage, investment, and basic technical issues.

• Role & Responsibility:

- Responding to client inquiries via telephone, email and chat in a complete, accurate, and timely manner in accordance with service level standards (SLAs).- Troubleshooting client issues and resolving or escalating appropriately.- Managing occasionally unhappy client interactions and de-escalating emotionally charged situations when necessary.- Balancing service-delivery efficiency with quality of care.- Continuous process improvement, looking for smarter and better ways to serve clients.- Ongoing education and skill-building (self-administered as well as centrally administered) with respect to service process, investing, product, and customer context.- Ad hoc projects designed to leverage product/client knowledge while gaining exposure to other areas outside of customer service.- Providing feedback to sales and product teams regarding potential business opportunities and product innovations, based on insights gained through service interactions with clients and analysis of support data/logs.- Participating in the onboarding/training of new CSRs and other new hires who can benefit from product and client understanding.- Working to resolve issues both independently, and as part of a larger team.

• Business Stakeholder Requirements:

Excellent written and oral communication, with excellent interpersonal skills.- Strong problem solving and analytical skills with high attention to detail, and excellent time management.- Proficiency with Windows-based applications, including the Microsoft Office suite.- Fast learner, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.- Sound client service skills with a proactive approach, and take ownership of issues as they arise.- An understanding of financial terms and an interest in the investment industry.- Bachelor's degree is preferred.
Morningstar is an equal opportunity employer.
If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.
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.
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