LSEG (London Stock Exchange Group) Looking for Customer Support Executive – Risk at Bengaluru, Karnataka Full Time

Position Overview:
Refinitiv World-Check is an essential service, created to support our clients’ due diligence needs in the fight against crime, bribery, and corruption. Refinitiv appreciates the data protection and privacy implications of providing this database and has robust data protection processes in place.

World-Check allows customers to identify risks associated to the customers they deal with. In practical terms, our products offer screening content and capabilities to fulfill regulatory requirements, which include anti-money laundering, bribery, terrorism etc. Customers will use World-Check to review people and businesses that they may be planning to do business with and to assess if these entities are on any sanction lists or are politically exposed people (PEPs).

World-Check is available as a SaaS (Software as a Service) service that can be accessed over the browser (User Interface) or API.

World-Check One uses Cloud infrastructure by Amazon Web Services (AWS) in order to provide a more robust and scalable platform and leverage the state-of-the-art information security services native to the AWS cloud environment.

Versions of the World-Check products are a subscription to the full World-Check database in both XML and CSV formats to integrate with custom-built or third-party software screening solutions. Clients can download both full and delta files and have the ability to customize the fields and records based on their individual risk and application needs.

Technology teams monitor the application and underlying infrastructure using automated monitoring tools.

Customer issues in World-Check will vary from simple login issues and navigation and technical questions that need to be resolved quickly to complex development issues and enhancements.

Support is available 24×7.

The Customer Support Executive for Risk is the first point of contact responsible for providing effective and courteous support to customers in relation to their Risk product or service. This includes active focus on inquiry resolution, a positive customer focused attitude at all times and ensuring that all the necessary actions are taken to resolve a customer’s enquiry.

Job responsibilities include:
Responding to customers’ inquiries relating to product information requests, functionality, and break-fix issues, resolving as many queries as possible on the first interaction.

Conducting analysis and troubleshooting via email and telephone. Speaking to customers to quickly get to the root of their problem.

Logging and classifying all calls and requests for assistance in the tracking database (Service Cloud) including directing queries to the correct support.

Acknowledging and resolving customer complaints, filter and escalate inquiries as appropriate.

Applying active listening skills to diffuse a potentially tense customer interaction.

Following appropriate company policies and procedures to respond to customer issues.

Tracking inquiry resolution progress and proactively calling/sending an email to customers with a status update or resolution if queries cannot be resolved on initial interaction.

Identifying and escalating problems affecting several customers and driving the timely resolution of one customer’s inquiry. This includes escalations to the team leader and other support, sales, or resolver groups as appropriate.

Recognizing and escalating recurring problems, inferior processes, or outdated procedures.

Accepting additional projects or areas of responsibility that will improve the team’s performance.

Proactively contributing to the Customer Support Team and the achievement of its goals.

Qualifications:
University qualified or related discipline in information technology, financial markets, or equivalent basic technical qualifications including browser troubleshooting and tools navigation.

Proven strong customer service orientation, ability to adapt and respond to different types of customers.

Good problem management, troubleshooting and analytical skills.

Ability to communicate and engage effectively, verbally and in writing, with customers and colleagues.

Ability to collaborate and work well in a team.

Highly motivated and able to meet scheduled deadlines in a fast-paced, service-driven environment.

Quick to take action while displaying sound judgment to resolve cases.

Ability to prioritize and manage time effectively.

Flexibility with work hours – including rotational shift work, plus weekends and holidays.

At LSEG, we believe that creating a diverse and inclusive organisation is fundamental to the way we deliver on our promise of creating essential partnerships and open opportunities. Our open culture is central to how we deliver our purpose – driving financial stability, empowering economies and enabling customers to create sustainable growth – in everything we do.

Working with us means that you will be part of a dynamic organisation of 25,000 people across 70 countries. However, we will value your individuality and enable you to bring your true self to work so you can help enrich our diverse workforce. You will be part of a collaborative and creative culture where we encourage new ideas and are committed to sustainability across our global business. You will experience the critical role we have in helping to re-engineer the financial ecosystem to support and drive sustainable economic growth. Together, we are aiming to achieve this growth by accelerating the just transition to net zero, enabling growth of the green economy and creating inclusive economic opportunity.

LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives.

We are proud to be an equal opportunities employer. This means that we do not discriminate on the basis of anyone’s race, religion, colour, national origin, gender, sexual orientation, gender identity, gender expression, age, marital status, veteran status, pregnancy or disability, or any other basis protected under applicable law. Conforming with applicable law, we can reasonably accommodate applicants’ and employees’ religious practices and beliefs, as well as any mental health or physical disability needs.

Please take a moment to read this privacy notice carefully, as it describes what personal information London Stock Exchange Group (LSEG) (we) may hold about you, what it’s used for, and how it’s obtained, your rights and how to contact us as a data subject.

If you are submitting as a Recruitment Agency Partner, it is essential and your responsibility to ensure that candidates applying to LSEG are aware of this privacy notice.