Analyst, Billing & MyAccount, Billing & TPA

Job description

We at LSEG are committed to delivering a seamless, consistent, and reliable customer experience across our global operations. This role is part of the Order Management team and supports end-to-end order management, billing, account management, and fulfillment activities, ensuring customer requests are handled accurately and within agreed service levels. The role handles customer requests from initiation through resolution and works closely with Customer Service, Sales, Billing, Operations, and other teams to address queries and support smooth and efficient processes. The role handles a range of customer requests and escalations and builds knowledge of internal systems, tools, processes, and workflows. Through effective case management, clear communication, and collaboration, this position contributes to timely resolution, positive customer outcomes, and consistent service delivery. As part of a global service delivery model, this role supports customers across multiple regions, including AMERS, while contributing to continuous improvement and operational excellence. Key ResponsibilitiesManage end-to-end customer requests related to order management, billing, account management, and fulfillment, ensuring accurate and timely resolution within agreed SLAs. Handle a range of customer requests and critical issues, identifying appropriate solutions and working with relevant teams through to resolution. Collaborate with Customer Service, Sales, Billing, Operations, and other global teams to resolve customer queries and support a consistent customer experience. Communicate clearly and professionally with customers and internal teams through email, calls, and other communication channels. Handle inbound and outbound customer calls, including support for AMERS customers, with a focus on timely and effective resolution. Maintain accurate and complete case records, actions, updates, and supporting documentation in relevant systems. Use judgment and prioritization to manage workload based on urgency, customer impact, and business requirements. Follow established processes, controls, and documentation standards to support accuracy, compliance, and operational consistency. Contribute to customer communications, knowledge articles, process documentation, and internal guidance, ensuring information is clear and accurate. Identify recurring issues and opportunities for improvement and contribute ideas that improve processes, efficiency, and customer experience. Collaborate across teams and adapt to changing business priorities, including cross-training and additional operational responsibilities when required. Contribute to high standards of quality, accountability, and service delivery through consistent and accurate execution. Career Stage: Associate London Stock Exchange Group (LSEG) Information: Join us and be part of a team that values innovation, quality, and continuous improvement. If you're ready to take your career to the next level and make a significant impact, we'd love to hear from you. LSEG is a leading global financial markets infrastructure and data provider. Our purpose is driving financial stability, empowering economies and enabling customers to create sustainable growth. Our purpose is the foundation on which our culture is built. Our values of Integrity, Partnership, Excellence and Change underpin our purpose and set the standard for everything we do, every day. They go to the heart of who we are and guide our decision making and everyday actions. Working with us means that you will be part of a dynamic organisation of 25,000 people across 65 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. 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 mental health or physical disability needs. You will be part of a collaborative and creative culture where we encourage new ideas. We are committed to sustainability across our global business and we are proud to partner with our customers to help them meet their sustainability objectives. Our charity, the LSEG Foundation provides charitable grants to community groups that help people access economic opportunities and build a secure future with financial independence. Colleagues can get involved through fundraising and volunteering. LSEG offers a range of tailored benefits and support, including healthcare, retirement planning, paid volunteering days and wellbeing initiatives. 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.