Associate Client Support

Role overview

Client support and product improvement

• Resolve complex, data-intensive client inquiries by phone, email, and chat; investigate needs and recommend solutions.
• Identify ways to improve product usability, data quality, and presentation, acting as a client advocate.
• Build customized Excel models, templates, and workflows using platform and external datasets.
• Support mortgage, demographic, asset-level, and market analysis using mapping tools.
• Test product features and platform updates with Product and Technology teams, emphasizing end-user experience.

Outreach, analysis, and collaboration

• Lead client outreach about product enhancements, datasets, and workflow improvements; deliver webcasts and product demonstrations.
• Create Salesforce reports and analyze support trends to improve processes and client outcomes.
• Lead assigned projects from planning through execution and identify process improvements.
• Mentor new hires and junior colleagues; collaborate with Sales, Product, Technology, Content, and Industry Research teams.

Qualifications

• 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 is preferred.
• Strong written and verbal communication, analytical thinking, attention to detail, problem-solving, and collaboration skills.
• Ability to manage multiple priorities in a fast-paced, client-focused environment.
• Strong working knowledge of MS Excel and common business tools; ability to learn SQL, Salesforce, mapping platforms, and financial data products.
• Flexibility to work rotational shifts and weekends based on business needs.

Relevant subject-matter expertise

• Associates develop expertise in financial institutions, banking regulations, mortgage data, demographic research, asset-level analytics, and market intelligence workflows.
• The role provides exposure to Excel, SQL, Salesforce reporting, mapping tools, and data analysis workflows.

Career development and benefits

• The role offers collaboration with global teams and exposure to strategic projects, product testing, client outreach campaigns, and webcast delivery.
• The posting describes health and wellness coverage, time off, learning resources, retirement and financial wellness programs, family benefits, and other perks.