Responsibilities

What will you contribute?

Reporting to Senior Manager, Customer Support, the Technical Client Support Advisor is the key interface between clients on one side and Finastra on the other side, contributing to the overall delivery of Residential Mortgage software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The Technical Client Support Advisor also uses their technical expertise to assist functional consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers.

• Work assigned cases through the full case management life cycle.
• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client's satisfaction and product quality
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
• Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications.
• Other duties as assigned by your manager

• 3-5 years Mortgage and/or Banking knowledge preferred
• Previous system administrator and/or processing, underwriting, closing experience preferred
• Excellent written and verbal communication
• Customer focus, Analytical abilities, attention to detail, stability, responsible
• Ability to work independently as well as part of a customer facing team