Job Description

Job title- Sr Product Consultant

No of Position- 1

The Group: The Financial Planning group builds solutions and capabilities that enable financial advisers to deliver compliant and comprehensive financial advice so that their retail clients and investors meet their goals. The solutions leverage Morningstar\xe2\x80\x99s extensive data and research capabilities across all stages of financial advice making the advice process compliant, efficient, and effective.

The Role: The Morningstar AdviserLogic team is looking for an execution-focused Sr. Product Consultant. The ideal candidate will have familiarity with the financial wealth and advice industry. The role requires working closely with end-clients, customer support team and product squads. In this role, you will take ownership of the platform and act as an application expert that involves understanding the current application and its outcomes, improvisation of how new enhancements are making life easy for the users, and providing a prompt solution to any technical and financial queries through calls, chats, and emails.

As you will be working closely with end clients, you should have:

• Good communication skills: Written and verbal to understand the current application and working with product managers, software development teams, direct interaction with Australian end-users.
• Good listening skills: As to understand the exact client query and decide on the flow of work.
• Comprehensive problem-solving skills, ability to rephrase the ongoing query and drill down to stepwise solutions within the timeline.
• Attention to detail and analytical bent of mind.
• Confidence, patience, soft skills & empathy.
• Excellent interpersonal skills.
• Strong documentation skills.
• Ability to learn and contribute one step ahead.
• Proactiveness to meet department representatives to discuss cross-department initiatives and facilitate the discussion of potential solutions for areas of inefficiency, bottlenecks, or waste.
• Hunger to find opportunities to automate existing business processes.

Technical abilities expected:

• Sound knowledge of financial markets and capital markets, preferably international finance.
• An MS Office specialist with good competencies in MS Word, Excel, PPT\xe2\x80\x99s.
• Prior usage of any ticketing applications, such as Jira, Zendesk or Bugzilla.
• Prior usage of automated Lead management & Customer Service Management tools, such as Zendesk, Freshdesk, intercom, Live Agent, Happy fox, SharePoint.

Abilities expected for internal communication -

• Think analytically, create, and improvise different scenarios before internal escalation.
• Understanding of functional testing before escalation/delivery.
• Basic understanding of how a software development lifecycle, scrum and agile team works.

Basic Qualifications

• A full-time master\xe2\x80\x99s degree in finance (MBA or PGDM).
• Minimum 3 years of professional experience in BFSI.
• Computer fundamentals and an MS office specialist.
• A bachelor\xe2\x80\x99s degree in engineering, Math\xe2\x80\x99s or computer applications will be added advantage (Not a mandate).

Responsibilities

• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Take ownership of customer issues and follow problems through to resolution.
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports.
• Responsible to resolve Customer queries on a regular basis.
• Regularly review Customer tickets and ensure its resolution and if required pass it on to the development team.
• Coordinate with Product Managers as per the client\xe2\x80\x99s requirement and ensure frequent and timely updates to clients.
• Ensure regular review of helpdesk & support articles written by the team and write articles as and when required.
• Ability to engage the clients through B2B communication over emails, chats, and calls.
• Responsible for helping new joiners and if required conduct training for different product modules and support SOP.
• Support other team members on a regular basis in helpdesk chat.
• Provide support using different channels: Email, Live Chat and Phone.

Morningstar is an equal opportunity employer

I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity

Morningstar\xe2\x80\x99s hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We\xe2\x80\x99ve found that we\xe2\x80\x99re at our best when we\xe2\x80\x99re purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you\xe2\x80\x99ll have tools and resources to engage meaningfully with your global colleagues.

Morningstar