Responsibilities What will you contribute? This role is the key interface between Finastra clients on one side and development organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, responsible for handling and resolving the raised issues in the shortest time possible.
Responsibilities & Deliverables: Your deliverables on this role will include the following:
• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Please note that the shift hours required for this role are between 7:00am CST - 7:00pm CST (8 hour shift) Required Experience: • Degree in Computer Science, Mathematics, Accounting, Business or related experience
• Knowledge on credit products, such as term loans, and revolving lines of credit
• Medium expertise on Windows
• Excellent written and verbal communication in English
• Analytical abilities, attention to detail, stability, responsibility as well as customer focus
• Ability to work independently as well as part of a customer facing team
Nice to Have • Medium expertise with SQL
• Medium expertise with networking, firewalls, and IP addresses
• Knowledge on Financial Statements
• Knowledge deposit products, such as checking and savings accounts
• Knowledge on lending services, such as commercial real estate lending, equipment financing, and working capital for businesses
• Banking experience such as Loan Officer, Mortgage Banker, Credit Analyst is a plus.
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