Production Associate

At Moody's, we unite the brightest minds to turn today’s risks into tomorrow’s opportunities. We do this by striving to create an inclusive environment where everyone feels welcome to be who they are—with the freedom to exchange ideas, think innovatively, and listen to each other and customers in meaningful ways.

If you are excited about this opportunity but do not meet every single requirement, please apply! You still may be a great fit for this role or other open roles. We are seeking candidates who model our values: invest in every relationship, lead with curiosity, champion diverse perspectives, turn inputs into actions, and uphold trust through integrity.

Skills and Competencies

* 1-2 years of handling Level 1 Customer Service support in a voice process.
* Customer Centric Orientation: Ability to understand and address the unique needs of authors and reviewers, providing tailored solutions.
* Problem-Solving Skills: Strong problem-solving and time management skills, with the capacity to work independently and learn new skills.
* Communication Skills: Excellent interpersonal and communication skills required to effectively communicate with authors and reviewers.
* Teamwork: Ability to work effectively in a team, manage multiple tasks, and meet tight deadlines in a fast-paced environment.
* Technical Proficiency: Experience in MS Office (Word, Excel, and PPT) and Content Management System tools is preferred.

Education
Any Bachelor's degree

Responsibilities
Provide customer-centric support to authors and reviewers, ensuring seamless publication of research reports with minimal disruption.
* Author-Centric Support: The primary role is to provide customer-centric support to authors & reviewers throughout their content creation to publication journey. This includes understanding their unique needs, addressing queries, and providing tailored solutions.
* Effective Communication and Escalation: Communicate with authors and reviewers effectively and empathetically, addressing issues and inquiries following support procedures. Escalate when needed, always keeping the authors' needs and concerns in mind.
* Responsive Issue Management: Address all issues related to publishing with a high level of urgency, ensuring minimal disruption to authors. This involves evaluating each situation on a case-by-case basis and taking the appropriate response or escalation actions within the agreed-upon SLA and SOP.
* Publication Process Support: Provide guidance and assistance to authors during the publication of research reports using CMS and FMP in accordance with approved SLA and SOPs. This involves a focus on making the publishing process as seamless and intuitive for authors as possible.
* Knowledge Maintenance and Continuous Learning: Stay updated on current, new, and expired issues including workarounds. This role requires an understanding of all documented functions, SLAs, and a commitment to continuous learning to improve service quality and author satisfaction.
* Shift rotation: Candidate should be willing to work in all three shifts (APAC, EMEA, and US) on a quarterly shift rotation.

About the team
The primary role of the Research Production Support team is to provide 24/5 customer-centric support to authors and reviewers throughout their content creation to publication journey. This includes understanding their unique needs, addressing queries, and providing tailored solutions. The team is responsible for managing issues related to publishing with urgency, ensuring minimal disruption to authors.
Effective communication and escalation are key, as is staying updated on current, new, and expired issues, including workarounds. The team is committed to continuous learning to improve service quality and author satisfaction.

By joining our team, you will be part of exciting work in supporting the publication of research reports, ensuring timely and accurate publication, and maintaining Moody's reputation as a leading credit rating agency.

Moody’s is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender expression, gender identity or any other characteristic protected by law.

Candidates for Moody's Corporation may be asked to disclose securities holdings pursuant to Moody’s Policy for Securities Trading and the requirements of the position. Employment is contingent upon compliance with the Policy, including remediation of positions in those holdings as necessary.

For more information on the Securities Trading Program, please refer to the STP Quick Reference guide on ComplianceNet

Please note: STP categories are assigned by the hiring teams and are subject to change over the course of an employee’s tenure with Moody’s.