advanced support Executive, fxLSEG

Job Description
The Advanced Support Executive is the first point of escalation from Frontline to resolve queries, ranging from simple through to more complex, based upon the knowledge and experience of the frontline individual referring the issue.
Being able to understand where further specialist expertise is required and engaging them effectively and quickly to take ownership is key in delivering the best customer experience. The Advanced Support Executive will provide effective advanced-level support to customers for FXT Content and Application queries.
Key Responsibilities:
Effective servicing of cases and strict adherence to case query handling procedures.
Ensure all customers inquiries and feedback are recorded in a correct and detailed manner in Service Cloud.
Identify and refer problems affecting customers and influence the timely resolution of customers enquiry, including referrals, and liaising with the Team Manager and Account Team as appropriate.
Work directly with customers to provide additional information, updates, and resolution to issues referred from the frontline teams.
Maintain trusted relationships with customers and meet all access targets across telephony, email and chat channels.
Build and maintain relationships with Markets & Application Specialists and other resolver groups across the organization to ensure appropriate resolutions are provided in a timely and accurate manner.
Accept additional ad-hoc projects and/or areas of responsibility that will improve the individual or team performance.
Predominately refer issues to Markets & Application Specialists.
Manage the resolution process for Content and Application issues. Engage appropriate internal functions such as Markets & Application Specialists, Account Teams, Customer Admin and Content to provide customers with high quality resolutions quickly and accurately.
Take ownership of any cases wherein frontline is unclear on the path to resolution.
Provide feedback to the frontline management team regarding opportunities to improve query handling, secondary to query ownership and management.
Qualifications:
Preferably 2+ years in the financial industry with financial or market data, Trading (stocks, bonds, futures, options, FX) Asset Mgmt, Investment Banking or Financial modeling experience.
Successful Certification for product(s) supported.
Completion of relevant Specialization Learning for markets.
Must demonstrate depth of knowledge of F&R product and service offering, end-user workflow, typical industry content and products, and market/industry knowledge.
Strong effective communication skills, including succinct writing skills are required, as well as critical reasoning skills in identifying problems and solutions quickly.
Excellent multi-tasking and organizational skills are required to manage outstanding issues until resolution.
A positive can-do attitude - demonstrates commitment, drive, energy and enthusiasm.
Initiates dialogue, encourages discussion and shares knowledge willingly and proactively.
Takes responsibility for the quality and timeliness of their work and the team's deliverables.
Keen sense of accountability and a proven track record for influencing people outside of your span of control will enable you to excel in this position.
This position is open to Band F and above
Should not be under PIP or was not issued any disciplinary action for the past 6 months.
With at least Achieved rating from the recent performance review
At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose - driving financial stability, empowering economies and enabling customers to create sustainable growth - in everything we do.
Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.
LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.
We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone's race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants and employees religious practices and beliefs, as well as any mental health or physical disability needs.
Please take a moment to read this carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it's used for, and how it's obtained, .
If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.