Associate, Client Support

About the Role

• Work Shift: Flexible to work across APAC, EMEA, and US shifts, including rotational weekends, based on business needs.
• Role Overview: As an Associate in the Financial Institutions Group Client Support team, you will provide consultative support for business intelligence tools and financial data products. You will manage complex client queries, troubleshoot data-related issues, and help clients maximize the value of our platforms. You will act as a client advocate, working closely with Sales, Product, Technology, Content, and Industry Research teams to improve the client experience, support data quality initiatives, and contribute to product adoption and revenue growth.
• The Team: The Financial Institutions Group team provides specialized support to clients across financial institutions, government organizations, universities, and other market participants. Associates develop strong subject matter expertise in financial institutions, banking regulations, mortgage data, demographic research, asset-level analytics, and market intelligence workflows.
• The Impact: You will help strengthen client relationships by delivering timely, accurate, and consultative support. Your work will contribute to client retention, product usage, operational efficiency, and overall client satisfaction. You will also help identify product enhancement opportunities, improve internal workflows, and support initiatives that enhance data quality and platform usability.

Key Responsibilities

• Provide advanced client support via phone, email, and chat, resolving complex and data-intensive inquiries.
• Conduct investigative client conversations to understand business needs, troubleshoot issues, and recommend effective solutions.
• Act as a client advocate by identifying opportunities to improve product usability, data quality, and presentation.
• Build customized Excel models, templates, and workflows using multiple datasets, including data not directly available on the platform.
• Support clients in using mapping tools for mortgage, demographic, asset-level, and market analysis.
• Partner with Product and Technology teams to test new features, enhancements, and platform updates with a focus on the end-user experience.
• Lead proactive outreach campaigns related to product enhancements, new datasets, and workflow improvements.
• Conduct client webcasts and product demonstrations, showcasing knowledge of FIG products, data, and industry trends.
• Create Salesforce reports and analyze support trends to improve workflows, team procedures, and client outcomes.
• Lead assigned projects from planning through execution and identify opportunities for process improvement.
• Mentor new hires and junior team members through training, knowledge sharing, and best-practice development.
• Collaborate with global teams across Sales, Product, Technology, Content, and Industry Research to resolve complex client issues.

Requirements & Tech Stack

• Bachelor’s degree in Economics, Finance, Business, or a related field.
• Strong understanding of finance, capital markets, banking, or the global economy.
• Prior experience in client support, financial data, research, product support, or a related role preferred.
• Excellent written and verbal communication skills, with the ability to explain complex concepts clearly and professionally.
• Strong analytical thinking, attention to detail, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.
• Strong collaboration skills with the ability to work effectively across global, cross-functional teams.
• Strong working knowledge of MS Excel and common business tools.
• Ability to learn and apply tools such as SQL, Salesforce, mapping platforms, and financial data products.
• Flexibility to work rotational shifts and weekends based on business requirements.