Customer Solutions Associate

At Finastra, we’re a global leader in financial services software, dedicated to expanding access to financial services and shaping what’s next for the industry. Our technology powers mission‑critical solutions across Lending, Payments and Universal Banking, supporting over 7,000 customers, including 80% of the world’s top 50 banks, in more than 110 countries.

Customer Solutions Associate

Position Overview
As a Customer Solutions Associate, you will support the dispute resolution and escalation management process within the Order-to-Cash (OTC) function. You will work as a key coordination point between internal teams and customers to ensure timely responses, accurate case handling, and continuous improvement of customer experience. This role is ideal for early-career professionals who are detail-oriented, eager to learn, and looking to build strong analytical and communication skills.

Key Responsibilities

• Escalation & Dispute Support
• Assist in managing escalations and dispute-related queries.
• Monitor and track priority account issues, ensuring timely follow-ups and minimizing customer impact.
• Root Cause Analysis Assistance
• Support root cause analysis activities by gathering data, reviewing case details, and identifying contributing factors.
  Collaborate with OTC, Sales, Legal, and other internal teams to support case resolution.
• Customer Communication & Case Preparation
• Prepare case summaries and documentation to enable clear and accurate communication with stakeholders.
• Participate in customer or internal discussions as needed to support dispute closure and relationship management.
• Data Analysis & Reporting
• Use Excel, Power BI, or other analytics tools to track dispute trends and performance metrics.
• Process Improvement & Feedback
• Identify recurring issues and share observations with senior colleagues for continuous improvement.
• Contribute to enhancements in dispute handling processes, documentation, and best practices.

Qualifications

• Bachelor’s/Master's degree in Business, Finance, Accounting, or a related field.
• 1-2 years of experience in customer service, dispute management, collections, escalations, or OTC processes.

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, find support from our network of Wellbeing Champions and Gather Groups, and a calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.

·       Medical, life & disability insurance, retirement plan, lifestyle and other benefits*

·       Sustainability: 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!