Client Service Associate

Skills and Competencies

• Strong customer orientation and an eagerness to excel and be a part of a dynamic, fast-growing team.
• Exceptional communication and critical thinking skills.
• Proven experience in a customer service role or contact center is a plus
• Exposure to the financial industry, banking, commercial real estate and/or financial markets is a plus
• Fluent in primary browser usage and troubleshooting (Chrome, Microsoft Edge, Firefox).
• Excellent verbal and written communication skills

Preferred:

• Experience working in a fully remote environment.
• Experience with SalesForce or another CRM.
• Basic understanding of finance & commercial real estate industry terminology (or adjacent industry).
• Software support experience with an emphasis on customer service.

Education

•  Bachelor’s degree in Finance, Business, or Economics.  Other majors will be considered as well if the candidate has demonstrated interest in Sales and Client Service

Responsibilities

• Communicate with clients contacting Moody's in a courteous, professional, accurate, and timely manner.
• Identify product issues; triage, resolve, and/or escalate for resolution, while troubleshooting complicated issues in collaboration with your peers prior to escalating
• Escalate feedback and create best practices to improve site features and/or customer satisfaction to our development team.
• Document all interactions with clients, including issues reported, solutions applied, and any customer feedback received.
• Proactively follow up with customers once issues are resolved.
• Develop excellent working relationships with colleagues across Customer Service, Sales, Product Management, and the broader organization.
• Support new product launches and new business initiatives including training, marketing activities, and feedback to the business.
• Stay up-to-date about new features and ongoing software bugs that may impact customer experience by collaborating with colleagues.
• Identify sales and up-sell opportunities for the business.

About the team

Our team at Moody's generates value and confidence in our solutions, ensuring high levels of retention and satisfaction. Our insistence on strong internal and external relationships brings the voice of the customer to the center of our business strategies. We strive to be the model of collaboration with our colleagues, creating an environment that engages and inspires individuals.

As the forward-facing department of our customer-centric firm, we are dedicated to offering exceptional client service. We thrive on positive interactions with our customers and always aim to go above and beyond to provide optimal outcomes. Partnership is at the heart of our team, as we understand it achieves the best results. Throughout the day, peers constantly interact with one another, assisting with case management and fostering a supportive and dynamic work environment.