Customer Support Specialist

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.

What will you contribute?

Reporting to the GPP Regional PAS Lead the Customer Advocate will be responsible to support customers using Finastra payments systems and customer systems. The support will include functional application support, internal coordinating between internal stakeholders including but not limited to Finastra Product, Infrastructure, and Development teams. The ideal candidate will be passionate about technology, resourceful, and have excellent customer facing skills . We are looking for an individual who is able to coordinate, assist and maintain solid customer relationship. On a daily basis, you will collaborate with our Support Engineers, Infrastructure, Product, and Development to effectively support customers on their Payments platform. .  This role builds strategic relationships with key client personnel and develops a thorough knowledge of the industry, our clients, and their key initiatives to identify and deliver on growth opportunities, potential cost savings and client service enhancements.

Strategically focused and responsible for client satisfaction, the Customer Advocate is the advocate for the client both internally and externally, identifying and prioritizing key client service issues and acting when required as primary point of contact for client escalations.  This role is accountable for working with business partners in a matrix environment to exceed our clients’ expectations in managing issues through to successful resolution.

Responsibilities & Deliverables:
Your deliverables as a Customer Advocate will include, but are not limited to, the following:
 

• Client Management: Develop and manage key operational relationships with Clients. Support Client On-boarding activities, Manage day-to-day client interactions while identifying and prioritizing key client service issues. Delivery of operating reviews MOR\QBRs).

• Account Management: Coordinate the execution of the processes enabling successful Contract Management activities associated with renewals, extensions, changes, revisions, amendments, obligations review etc. Management of the intake of new business/services requests and pricing changes as well as the client roadmap for established opportunities.

• Rationalization: Supports delivery of strategy for assigned Managed Service Programs to identify and eliminate high risk legacy solutions that are not aligned to core products / services.

• Service Delivery:  Manages a client interaction model that will facilitate a best in class client experience liaising between client and Peer groups (Product Mgmt., Technology, Shared Services, and Operations).

• Risk Management: Identifies risks through client journey mapping and service gap analysis, and provides input for consideration to the line of business risk register as appropriate.

Required Experience:

• Experience with Microsoft Office, Salesforce and JIRA

• Willingness to work US hours from Manila

• University or college degree and/or equivalent experience;

• 2-5 years of progressive experience in a client relationship capacity

• Experience within the Financial industry working with high profile clients

• Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business

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*

·       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!