Client Support Specialist jobs at Intercontinental Exchange - Ice in Israel, Tel Aviv-yafo

Responsibilities

• Serving as a recognized point of contact for clients and internal stakeholders for derivatives issues and questions which require expertise in OTC financial derivatives, complex financial products and proficiency in all of the company’s proprietary product offerings and pricing methodologies.
• Training clients on products and services including Integrated Solutions and introducing them to new developments and features.
• Serving as an escalation point for support teams in troubleshooting technical service issues, answering questions on methodology and derivatives conventions and guiding the resolution of pricing disputes.
• Travelling to clients’ offices and presenting content on products and derivatives instruments.
• Analyzing trends in clients’ usage of the company’s proprietary products and offering insights based on this analysis to product management and sales to determine business strategy and potential new developments.
• Monitoring risks to major clients' integration processes.
• Escalating problems to senior support staff, operations, R&D, account managers and product managers.
• Handling customer enquiries by email and phone calls.

Knowledge and Experience

• Bachelor’s degree in economics, finance or any other quantitative major
• 5+ years in a support role in a related discipline and with a high standard of performance
• 5+ years of demonstrable high performance in an appropriate role, required
• Problem solving skills
• Team player
• Technical skills including mastery of Excel
• Experience in global derivatives markets

Please note that this is an in-office role and the working pattern is Mon- Fri.

Job Purpose

The team is working with multiple ICE teams globally such as Data, account managers, product. Constantly taking more responsibilities and getting exposure to new product.

Responsibilities

• Support international Tier 1 banks, mutual and pension funds, hedge funds and insurance companies
• Research and respond to client queries, via email and phone, in a professional manner; while taking great care to keep client informed of action being taken
• Support clients across the different reference data, pricing and index level inquiries, methodology question etc.
• Analyze valuation disputes and discrepancies, and troubleshoot technical issues
• Use multiple types of tools and systems to conduct analysis
• Problem solving and troubleshooting
• Interact daily with multiple data and evaluation teams, product support, operations, IT, account managers & product managers
• Identify trends to address with the client or internally to improve client experience and workflow
• Communicate with colleagues to maximize efficiencies
• Tracking client questions and issues

Knowledge and Experience

• Bachelor's degree in a financial field required - this is a graduate position.
• Basic knowledge/ understanding of the Financial Services industry
• Able to learn quickly
• Organized and multi-task
• Problem solving skills
• Critical thinking
• Team player
• Technical skills
• Ability to work under pressure
• Effective listening, verbal and written communication skills
• Experience in a professional work environment
• Positive attitude and deep customer service orientation
• Working days are Monday-Friday- you will be required to be in the office 5 days a week