Product Consultant

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's 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 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's.
• 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's degree in finance (MBA or PGDM).
• Minimum 2 years of professional experience in BFSI.
• Computer fundamentals and an MS office specialist.
• A bachelor's degree in engineering, Math's 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's 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.

If you receive and accept an offer from us, we require that personal and any related investments be disclosed confidentiality to our Compliance team (days vary by region). These investments will be reviewed to ensure they meet Code of Ethics requirements. If any conflicts of interest are identified, then you will be required to liquidate those holdings immediately. In addition, dependent on your department and location of work certain employee accounts must be held with an approved broker (for example all, U.S. employee accounts). If this applies and your account(s) are not with an approved broker, you will be required to move your holdings to an approved broker.
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. While some positions are available as fully remote, we've found that we're at our best when we're purposely together on a regular basis, typically three days 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.
I10_MstarIndiaPvtLtd Morningstar India Private Ltd. (Delhi) Legal Entity