Client Support Specialist

About the Role:

The Team:

The WSO Service Delivery Management team is the primary point of contact for our clients. We ensure that all of our clients' needs are met by leveraging our industry expertise and product knowledge. Client Service is our #1 focus - we do what is necessary to ensure client satisfaction. 

The Service Delivery Management team interacts with VPs, MDs, COOs, CFOs, and other industry leaders and experts on a daily basis. The team has a wide range of exposure across the Loans industry from Private Credit to BSLs. This is an opportunity to build and maintain relationships with senior-level decision makers while gaining valuable industry knowledge that's not taught in any school. You'll also pick up a wide variety of other skills related to things like Enterprise Data and Project Management. 

Responsibilities and Impact:

The Service Delivery Management Associate is an expert on all things WSO. We connect and bridge the gap between clients, internal departments, and third parties alike. We are relied upon by investment professionals and industry leaders day in and day out.

Shift Hours: Pacific Standard

• Managing day-to-day client inquiries including the orchestration of workflow and timely resolution between internal teams. Inquiry types include data reconciliation and validation, data delivery and logistics, mathematical in nature within the context of client servicing. Clients include Asset Managers, Banks, Hedge Funds, Mutual Funds, and Total Return Swap programs.
• Lead bi-weekly/monthly client calls and present KPI and metrics. Specifically responsible for building and maintaining long-term relationships with key senior-level decision makers and serving as the primary point of contact/voice of the client across internal departments.
• Preparing billing reports based on clients’ contractual schedules. Includes the presentation of trend/profitability analysis to Senior Management and Finance.
• Processing in WSO Admin based on the information provided by client as needed (new borrowings, increases, rollovers, pay downs, commitment reductions, interest, fees etc.) and investigating discrepancies when necessary.
• Reviewing system generated reports to ensure proper monitoring of the facilities and handling exception items.

• Interacting with clients to gather all pertinent information/details in order to reflect details accurately in the system.

Compensation/Benefits Information: (This section is only applicable to US candidates)

S&P Global states that the anticipated base salary range for this position is $45,790.00 to $75,422.50. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here.

What We’re Looking For:

Basic Required Qualifications:

•  Experience working in a high-pressure client facing role
•  Experience project managing or coordinating technology and business delivery as a team player
•  Experience of working with Asset Management or Data Technology in Support, Business Analysis, Project Management or Scrum Master Role
• Proven ability to think critically and comfortable challenging the status quo for better results
• Organized, able to multi-task, and have positive attitude to achieve deadlines
• Self-starter with an attention to detail
• Adept at building and maintaining trusted and credible relationships with colleagues at all levels and external clients
• Self-motivated; able to work independently with minimal supervision

Communication

• Good presentations skills (preparation and delivery)
• Excellent oral and written communication skills

Teamwork

• Team Player and able to interact with Product, Operations, Delivery, and technical teams in a professional manner.
• A team player who is comfortable working at all levels of the business and with external clients
• Proven ability to work individually, and in a team environment which spans multiple geographical regions.

Additional Preferred Qualifications:

• Direct experience of WSO or Syndicated Loan Market would be an advantage
• Experience liaising with Senior Stakeholders

Rest API Knowledge a Plus:

• Strong understanding of JSON, XML, HTTP methods (GET, POST, PUT, DELETE), and status codes.Data Formats & Protocols:•
• Familiarity with tools like Postman, Swagger (OpenAPI), and automated API testing frameworks. API Documentation & Testing: •
• Integration & Scalability: Experience integrating APIs with databases, caching mechanisms (Redis), and third-party services, ensuring performance optimization.

Right to Work Requirements:

This role is limited to persons with indefinite right to work in the United States.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  
 
US Candidates Only:  The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.  Pay Transparency Nondiscrimination Provision - https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

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