Client Service AssociateClient Service Associate
Russell Indexes
Seattle, WA
Founded in 1936, Russell Investments is a global financial services firm that serves institutional investors, financial advisers and individuals in more than 40 countries.
Through a unique combination of interlinked businesses, Russell delivers financial products, services and advice. A pioneer, Russell began its strategic pension fund consulting business in 1969 and today is trusted by many well-known worldwide institutions for investment advice. Headquartered in Seattle, Washington, USA and with offices in major financial centers worldwide, Russell has $137.6 billion in assets under management (as of September 30, 2011) in its mutual funds, retirement products, and institutional funds, and is well recognized for its depth of research and quality of manager selection.
Russell offers a comprehensive range of implementation services that help institutional clients maximize their assets. The Russell Indexes calculate over 50,000 benchmarks daily covering 65 countries and more than 10,000 securities.
This position serves as the primary day-to-day contact for Russell Index clients in the Americas, responsible for client satisfaction, revenue retention and growth in an assigned territory. In addition to supporting a geographic territory, this position works in a service team environment, supporting all clients globally with day-to-day servicing and improving quality, efficiency and communications within the team. This role requires technical expertise in Russell index methodologies and products, competitor products, and keen awareness of the equity asset class and asset management procedures and issues. This role supports Regional Directors in identifying and securing revenue growth within the existing client base, and actively participates in project related work. This position will proactively service and manage the accounts of their assigned geographic territory clients. This role requires a structured schedule for the global client service coverage model and minimum hours are as follows: US Eastern Time (8:00 - 5:00)
The responsibilities of the individual in this position include:
Reactively support Russell index products (delivered directly and via third parties) for territory's Russell index client base, resolving 100% of service related calls independently by giving appropriate solutions and answering questions.
* Act as subject matter expert to support client relationships and build our brand.
* Act as a Russell index advocate internally and with clients.
* Respond to client questions and queries, ensuring complete and thorough understanding of their issue and its potential resolutions.
* Analyze complex issues and work with operations, product management to ultimately resolve.
* Support Regional Directors with client requests and business development.
* Indepth technical support of delivery mechanisms, Russell index methodology, corporate actions, calculations and all data products.
* Provide/validate access to Russell index data to clients with fully executed license agreements.
* Escalate sales/revenue related problems to RD.
* Provide service team support for as necessary to exceed client expectations, support a cohesive team and ensure coverage is as promised from (5:30- 5:00 pm Pacific time); (8:00 ' 5:00) London GMT Time; (8:00- 5:00) Tokyo time.
* Support RD for territory revenue growth.
Account management
* Proactively communicate with assigned clients at least annually, communicating timely information, enhancements to products and services, as well as new offerings for future sales.
* Develop and maintain usage and business profiles for territory's clients.
* Review and update client documentation proactively to ensure accurate and complete records.
* Maintain key contacts and identify other key individuals within territory's emerging accounts.
* Prospect qualification and research for territory accounts.
* Prospect qualification and research for territory accounts.
Project Work
* Ensure account activity and information is accurate within Saleslogix, updating information regularly.
* Work with corporate finance & clients to resolve billing questions.
* Track users and usage- document in Saleslogix.
* Research industry issues/competition for knowledge building and sharing.
* Projects as they arise.
The successful candidate will have extensive demonstrable skills and experiences including the following:
* Bachelor's degree required in Finance, Economics, Business, or related field.
* 3 years of Investment management and Index industry knowledge required.
* Superior Client service skills, including adept listening skills.
* Superior written & oral communication skills.
* Strong usage of Microsoft suite (Outlook, Word, Excel, Powerpoint, etc.)
* Analytical skills including the ability to analyze complex spreadsheets and financial data.
* Quantitative skills including the ability to calculate performance data and a variety of security level calculations.
* Business acumen.
* Strong initiative and ability to thrive in self directed environment.
* Strong Problem solving skills.
* Diplomacy and professionalism in stressful & confrontational situations.
* Excellent stress management skills.
* Professional appearance and attitude.
* Excellent interpersonal and teamwork skills.
* Excellent time management, prioritization and organizational skills.
We offer a competitive compensation and benefit package including: medical, vision and dental coverage, profit sharing retirement plan, sabbatical leave, and tuition assistance. Most importantly, Russell offers a work environment where respect for the individual and teamwork are part of our fundamental values. Russell supports workforce diversity and we are an Equal Opportunity Employer.
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