Who are we?
At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.
Working schedule: US shift, Monday to Friday, 2:00 pm - 11:00 pm
What will you contribute?
Working as part of the Customer Support team, and reporting to a local Team Leader, this role is the key interface between Finastra clients on one side and R&D 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 functional specialist, responsible for handling and resolving the raised issues in the shortest time possible. For software related issues, he/she is responsible for replicating client issues through regression scenarios and providing his/her analysis to Product Center for resolution, while suggesting a workaround to the client in the interim. If not deemed a software bug, then the holder suggests a solution to the client to resolve their issue. At times, he/she may be called upon to do testing on beta deliveries or fixes.
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Responsibilities & Deliverables:
Your deliverables will include, but are not limited to, the following:
• Respond to various customer requests of low/medium/high complexity, being able to understand the reported issue from a business perspective
• Reproduce issues on the local environments, searching for potential workarounds to minimize client downtimes with minimum guidance from senior colleagues or manager
• 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
• Solves problems in straightforward situations by gathering relevant information
• Track issues sent to other departments and ensure a resolution to the client's satisfaction is attained
• 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
• Follow Best practices for case management
• Validate defects thoroughly by ensuring that the described scenarios are fixed • Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
Role requires working and managing customers in US timezones, respectively 3-11 PM Bucharest timezone
Required Experience:
• University degree in Finance, Economics, preferably the Academy of Economic studies (Romania)
• 2-3 years experience with financial products and capital markets. Experience in customer support field is considered a plus
• Strong English communication skills, both written and verbal. English certificates Cambridge, TOEFL, IELTS are a plus
• Customer service oriented - willing to go the extra mile to provide excellent service to our clients.
• Attention to details as well as accountability
• Ability to work independently as well as part of a customer facing team
• Able to work in a multi-cultural and multi-sites team
• SQL knowledge is considered a plus
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We are proud to offer a range of incentives to our employees worldwide. These benefits are available to everyone, regardless of grade, and reflect the values we uphold:
• Flexibility: Enjoy unlimited vacation, based on your location and business priorities. Hybrid working arrangements, and inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Well-being: Access confidential one-on-one therapy through our Employee Assistance Program, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
• Medical, life & disability insurance, retirement plan, lifestyle and other benefits
• ESG: Benefit from paid time off for volunteering and donation matching.
• DEI: Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Career Development: Access online learning and accredited courses through our Skills & Career Navigator tool.
• Recognition: Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
Specific benefits may vary by location.
At Finastra, each individual is unique, bringing their own ideas, thoughts, cultural beliefs, backgrounds, and experiences together. We learn from one another, embrace and celebrate our differences, and create an environment where everyone feels safe to be themselves.
Be unique, be exceptional, and help us make a difference at Finastra!