About Morningstar
Morningstar is a leading provider of independent investment insights, data, and research. Our products and services help investors, financial professionals, and organizations better understand investments and make informed decisions.
The Role
As a Level II Senior Client Support Specialist, you will support complex data and data product cases that are escalated from the Level I support teams. You will work closely with Client Service Support, Data Product Management, and Data Operations to ensure resolution of these issues. Our analysts are responsible for researching identified issues, ensuring timely resolution, and communicating outcomes to all appropriate team members. Timely resolution requires coordinating resources across various data teams.
This is also a client-facing role, with occasional opportunities to meet with clients by phone or in person.
This position is based in our Chicago office and follows a hybrid schedule, with four days per week in the office.
Responsibilities
- Work with the Level II Manager to define the Level II workflow for the Data Division. Contribute to ongoing efforts to streamline and improve this and related workflows.
- Utilize metadata to identify trends within large volumes of data cases. Propose solutions to mitigate those trends and champion cross-team projects to implement approved solutions.
- Track, evaluate, and determine the resolution approach for complex data issues that escalate from the Level I teams, including Product Support, Client Service Consulting, and Relationship Management.
- Demonstrate a high sense of ownership of issues in the data ticket queue by providing timely updates, follow-up, escalation, and resolution.
- Prioritize issues appropriately based on severity and impact.
- Partner with Client Service, Product, and Sales to ensure issue-management processes are followed.
- Understand the roles, responsibilities, and expertise of internal stakeholders to help expedite issue resolution.
- Meet with clients by phone or in person from time to time to support issue investigation and resolution.
Requirements
- 3+ years of relevant professional experience.
- Excellent writing, communication, problem-solving, organizational, and analytical skills.
- Ability to work independently and manage competing priorities and deadlines.
- Excellent computer skills.
- Morningstar Data Product knowledge is a plus.
- Bachelor’s degree required.
Compensation and Benefits
At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:
Financial Health
100% 401k match up to 6% of salary
Stock Ownership Potential
Company provided life insurance - 1x salary + commission
Physical Health
Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages
Additional medical Wellness Incentives - up to $300-$600 annual
Company-provided long- and short-term disability insurance
Emotional Health
Trust-Based Time Off
6-week Paid Sabbatical Program
6-Week Paid Family Caregiving Leave
Competitive 8-24 Week Paid Parental Leave
Adoption Assistance
Leadership Coaching & Formal Mentorship Opportunities
Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses
Tuition Reimbursement
Social Health
Charitable Matching Gifts program
Dollars for Doers volunteer program
Paid volunteering days
15+ Employee Resource & Affinity Groups
Total Cash Compensation Range
$76,550.00-112,266.66Inclusive of annual base salary and target incentive
Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
001_MstarInc Morningstar Inc. Legal EntityMorningstar New York, New York, USA Office
Morningstar New York - Broadway Office
140 Broadway, 43rd Floor, New York, New York, United States, 10005 1108
Morningstar New York, New York, USA Office
Morningstar New York - Park Ave Office
315 Park Ave S, 14th Floor, New York, New York, United States, 10010 3607
Credit Analyst
Morningstar DBRS is one of the four largest credit rating agencies globally, providing independent credit ratings and research across a broad range of industries and asset classes. Morningstar DBRS is committed to consistency and transparency within the credit rating process. From our office at 140 Broadway in Manhattan's Financial District, analysts cover areas such as Structured Finance, Corporate Finance, Financial Institutions, and Project & Infrastructure Finance. Analysts are trusted to form views and defend them based on sufficient, relevant information using approved methodologies. Independence from actual or perceived conflicts of interest is central to how the work gets done.
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