Customer Support Associate (night shifts) - Retail
Formed in 2017 by the combination of Misys and D+H, Finastra builds and deploys innovative, next-generation technology on our open Fusion software architecture and cloud ecosystem. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or location—from global financial institutions to community banks and credit unions.Cerinte
University or college degree and/or equivalent experience;
1-2 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
Must be available for on-call in weekends as needed.
Must be available for night shifts (17:00 – 02:00)
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 MORQBRs).
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 road map for established opportunities
P&L: Achievement of professional service targets. Professional Services (PS) Opportunity identification, qualification, assessment and proposal developing pipeline of opportunities that contribute to overall PS targets.
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