Teams at MRI Software

Collect, validate and process clients' financial documents (Interims, Audits, Tax Returns, Budgets, Rent Rolls) using in-house software. Maintain client communication, meet SLAs, run trainings, and collaborate with internal teams to ensure accurate monthly, quarterly and annual financial data processing.

Coordinates active incidents, escalations, problem follow-ups, queue risks, handoffs, and cross-functional action items. Monitors aging and high-risk cases, tracks ownership and SLA commitments, maintains incident timelines and documentation, supports communication cadence, validates data quality, and identifies recurring issue patterns. The role also contributes to post-incident reviews, reporting, workflow improvements, automation, and prevention efforts while working rotating shifts in a follow-the-sun support model.

Owns regional escalation operations across the Americas, leading high-severity incidents, client-sensitive cases, queue health, communications, and cross-functional resolution. The role coordinates major incident response, monitors risks and recurring issues, improves escalation processes, supports root-cause follow-through, and leads escalation and problem coordination staff. It also drives operational reviews, reporting, dashboard maturity, prevention initiatives, and continuous improvement while maintaining accountability across global support and service teams.