Associate Client Support

About the Role: Grade Level (for internal use): 07Work 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. With team members across multiple global locations, the team operates in a collaborative, fast-paced environment. Associates develop strong subject matter expertise in financial institutions, banking regulations, mortgage data, demographic research, asset-level analytics, and market intelligence workflows. The Impact In this role, 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. What’s in it for you Build deep expertise in banking, mortgage, demographic, and asset-level data. Strengthen consultative client engagement skills while working with sophisticated financial services clients. Develop technical proficiency in MS Excel, SQL, Salesforce reporting, mapping tools, and data analysis workflows. Collaborate with global teams across Product, Technology, Content, Sales, and Industry Research. Gain exposure to strategic projects, product testing, client outreach campaigns, and webcast delivery. Take ownership of initiatives that improve team efficiency, client experience, product adoption, and data quality. 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.