Macy | Capital Markets Client Support Associate

My role is Capital Markets Client Support Associate within the Market Intelligence division of S&P Global. This role is part of the Associate Development Program within the company. I have been in the role for 9 months.

I am a Modern Languages graduate from the University of Surrey; I studied French and

Spanish. Throughout my academic journey, I have consistently been intrigued by analytical disciplines, a curiosity that was kindled during my A-level studies in Mathematics. As an inherently extroverted individual, I am passionate for cross-cultural communication, something which I am keen to continue developing. My university degree offered me the invaluable opportunity to spend a year abroad, during which completed internships with two distinct companies. This experience not only honed my professional skills but also provided me with an initial exposure to the corporate world, marking my preliminary step into a professional environment. However, my role at S&P is my first full time position after graduating in the summer of 2023.

The job description initially interested me as I believed it to be the perfect intersection between my academic studies of languages and my keen interest in mathematical and analytical duties. Additionally, the role did not require any previous experience within the industry, which is rare for the finance/ financial services industry. Upon further investigation into S&P Global, I was intrigued by the company’s ethos and their involvement with People Resource Groups, particularly WINS (Women’s Initiative for Networking & Success). It was refreshing to see a global industry leader so dedicated to employee welfare. The training structure of the Associate Development Program appealed to me, as it provided me with reassurance that I would be given the necessary skills and support to succeed in the role-perfect for a graduate!

The importance of transparency. In everything I do, it is important to remain transparent.

There are two aspects of my role where this is essential, firstly, when a client or team member is waiting/ expecting a reply or an answer regarding their query, informing them of what you are doing to find the solution helps them to manage their expectations, and avoid unnecessary anger. It is easy to become restless and irritable if you are waiting for assistance from someone, and you do not have a reply, nor do you know what they are doing to resolve it. By continually communicating and reassuring clients, we remain transparent.

Secondly, it is important that the data we provide or calculate is transparent too. We provide auditability functionalities, source documents and calculation methodologies to our clients. This allows clients to understand our data, as well as trust our own calculations. Ultimately, without transparency, and integrity, we would not be able to maintain the high level of trust and partnership we have with our clients.

A typical day for me would involve a mixture of taking client queries via email, Live Chat and over the phone. We take email cases throughout the day, and phone calls as and when client’s ring in. We are typically assigned two or three 2-hour chat shifts a week, where our clients reach out when they require immediate assistance. The client queries range in complexity and urgency; we offer assistance on both our Capital IQ and Capital IQ Pro web platforms, and their Excel plug ins. Whether clients need custom formulae, assistance navigating our site, or data queries, we help. We liaise with other specialist teams, and account managers to deliver outstanding support to our clients to ensure a positive experience.

I have been intrigued by global economic shifts seen within the financial services industry. The sector itself is sensitive to global trends e.g., the COVID-19 Pandemic, and it is interesting to see the ways in which the players within the sector adapt to the changing economic landscape and trends such as interest rates, inflation and geopolitical events. Within the solutions I work with, Capital IQ and Capital IQ Pro, it is interesting to see the ways in which we present this data to our clients, and working with clients to understand how they use this data.

S&P Global has a very impressive company culture. S&P Global has a reputation for fostering a culture of innovation and excellence. As an employee, I feel that my work actively contributes to the company’s ongoing success and impressive reputation. There is a strong focus on professional growth and development too. S&P Global invests in training and development programs to help us advance our skills and careers. While the company operates in a fast-paced and demanding industry, there is also an understanding of the importance of work-life balance. Policies and practices such as flexible working arrangements have been a great bonus of working for the company, it shows a conscious effort to support a balanced lifestyle for the employees.

Additionally, S&P Global as a whole has a strong sense of corporate social responsibility. As employees, we have the opportunity to get involved with several community, social and environmental initiatives, through mediums such as organised events, and volunteer days. S&P’s core values of Discovery, Integrity and partnership are honestly evident in the company culture, and aI have felt welcomed by the team since the very beginning.

Diversity and Inclusion are both very important to me; without a diverse workforce and a diverse thinking, we open up a pathway for narrow-minded practices with little innovation. S&P recognises this and actively promotes diversity through People Resource Groups, DEI talks and conferences and organised communities. Their aim is to create an environment that encourages inclusion and a deep sense of belonging. The company believes that when our people feel empowered to contribute their unique insights within S&P Global, in their communities and with our customers, we fuel creative insights and drive growth to power the markets.

S&P Global are a great employer, not only due to the vast employee benefits on offer to us, but for their dedication to their employees. The Associate Development Program has been meticulously improved throughout years of practice, associates provide honest and actionable feedback which improves the program year on year for the next upcoming class. The company takes the time to congratulate and award its employees and promote a sense of teamwork across a global workforce. Aside from the role itself, S&P Global are a global leader for innovation, across all their divisions. Within Market intelligence, we are on the forefront for providing information services and solutions to global markets. It is inspiring to be a part of a team that is continually involving and exploring new avenues of research and growth.

Their ethos, their products and their employees. I am grateful for all the opportunities that are now available to me through the company, and the amazing team I am now a part of at work.

My main tip would be to be knowledgeable of the world around you. At S&P, our work is influenced by current affairs and stories reported in the media. Now, this is not to say that you need to be a financial expert, or have an understanding of every news article in the financial times, but having a base understanding of the real life application of the financial industry will be a benefit when interviewing for a role. I came from a language degree with limited financial knowledge or experience, which is not expected of you for the role I am in. Our training programme provided a solid internal financial certification, however in my interview, I was asked if I knew about any recent events that influence the financial system industry as a whole. Taking the time to read articles or headlines relating to the industry not only helped me prepare for my interview, but also helped me to understand the role of S&P in the financial system.