Hybrid Senior Client Services Specialist

at Finastra

• Job title: Senior Client Services Specialist
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Firewalls
• Location requirements: Hybrid, Portland, United States

About the role

• Customer Services Specialist providing technical support and issue resolution for Finastra’s clients. Collaborating with teams to enhance product quality while ensuring effective communication and satisfaction.

Responsibilities

• Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring that they can use the product effectively and efficiently according to their needs.
• Demonstrate strong technical skills and knowledge by understanding and replicating the reported issues in the Client and Finastra environments, performing in-depth technical investigations with root cause analysis, and offering adequate solutions where possible or detailed analysis to the stakeholder teams, with minimal assistance.
• Ensure timely and clear communication with the clients by updating them on the progress and status of the issue resolution, tracking and following up on the issues sent to other departments, and participating in client meetings and WebEx sessions as needed, focusing on the client's satisfaction and product quality.
• Validate the fixed defects thoroughly by testing the described scenarios and confirming that they are resolved.
• Escalate the issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.
• Ability to document in detail in all interactions, troubleshooting, testing and research case ticketing system visible to clients.
• Create knowledge base articles or other technical documents to drive self service solutioning for clients via client portal.
• Provide feedback and suggestions for product improvement and enhancement, based on the experience with the customer issues and the product knowledge acquired.
• Collaborate and communicate effectively with the team members and other internal stakeholders, sharing knowledge, best practices and relevant information, and supporting each other to achieve the team and organizational goals.

Requirements

• University degree in Computer Science, Mathematics, Business IT or related major or equivalent job experience
• Debugging skills and experience with debugging tools, audit logs, etc.
• Medium expertise with Windows Operating System
• Medium expertise with networking, firewalls, and IP addresses
• 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
• Banking knowledge (preferred but not required) : You should have a solid understanding of the banking sector, its products, services, regulations, and processes.
• Analyze and adapt mentality : You should have strong analytical and problem-solving skills, as well as the ability to adapt to changing situations and customer demands.
• Technical aptitude : You should have a good grasp of technology, especially software applications, databases, networks, and security.
• Customer service : You should have excellent communication and interpersonal skills, as well as a positive and professional attitude.

Benefits

• 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.