Client Services Specialist

Who are we?

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.

This is a hybrid role with onsite requirement 2 days a week.

Role Overview

As a Support Specialist at Finastra, you are the face of the company to our clients and the voice of the client to our internal teams. This role is pivotal in delivering exceptional customer experiences and ensuring that client needs are heard, understood, and acted upon. You will contribute to the overall support of software and services to ensure a world-class customer experience. You will support both on-premises and cloud-based solutions, with a strong focus on technical troubleshooting and US banking/lending operations.

We are seeking a highly motivated, fast-paced, inquisitive problem solver-someone who thrives on understanding the "why" behind issues, not just applying documented fixes. You will be a puzzle solver and thinker, able to identify future problems or trends and adapt quickly to prevent them. You will not only resolve issues but also educate clients, deliver high-quality customer service, and recognize client concerns and frustrations.

Key Responsibilities & Deliverables

• Provide excellent customer service by responding to various requests, issues, and inquiries from clients, ensuring effective and efficient product use.
• Demonstrate strong analytical skills by understanding and replicating reported issues in both client and Finastra environments, performing in-depth investigations and root cause analysis.
• Go beyond quick fixes-educate clients on root causes and best practices, empowering them to self-solve in the future.
• Analyze patterns and trends to proactively identify potential problems and prevent future issues.
• Manage multiple responsibilities and priorities in a fast-paced environment, adapting quickly to changing situations and customer demands.
• Ensure timely and clear communication with clients, updating them on progress and status, tracking issues sent to other departments, and participating in client meetings.
• Validate fixed defects by thoroughly testing described scenarios and confirming resolution.
• Escalate issues with the Team Leader and/or Manager when needed, providing relevant information and analysis.
• Document all interactions, troubleshooting, testing, and research in detail within the case ticketing system, visible to clients.
• Create knowledge base articles and technical documents to drive self-service solutions for clients via the client portal.
• Provide feedback and suggestions for product improvement and enhancement, based on customer issues, and acquired product knowledge.
• Collaborate and communicate effectively with team members and internal stakeholders, sharing knowledge, best practices, and supporting organizational goals.
• Develop and deliver internal and external training reference materials based on trending topics and innovative solutions.
• Occasional on-call or after-hours support may be required.

Required Experience and Skillsets

• University degree in Computer Science, Mathematics, Business, IT, or related major, or equivalent job experience.
• Strong understanding and experience in US banking and lending operations or understanding of banking sector products, services, regulations, and processes.
• Experience with Finastra's LaserPro program preferred.
• Technical aptitude with understanding of Cloud and On Prem solutions. Understanding of Microsoft Azure, software applications, databases, networks, and security.
• Knowledge of networking, security, and compliance in financial services.
• Analytical mindset with the ability to solve puzzles and think critically.
• Attention to detail, stability, responsibility, and customer focus.
• Excellent communication and interpersonal skills, positive and professional attitude, patience, and empathy.
• Ability to work independently and as part of a customer-facing team.
• Ability to work in a fast-paced environment and manage multiple priorities while meeting daily metric goals.
• Strong problem-solving and troubleshooting skills across complex systems.
• Knowledge of networking, security, and compliance in financial services.

Ideal Candidate Traits

• Demonstrates critical thinking and problem-solving skills, able to analyze complex issues and identify patterns and trends.
• Thrives in a fast-paced, high-volume environment, staying organized and adaptable under pressure.
• Proactive and takes initiative, leading by example and stepping up as a peer leader to

Possesses leadership qualities, while working as a team with a collaborative mindset and a drive to influence positive outcomes across the organization

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!

Applicants for this position need to be located in posted location or their immediate surrounding areas. Due to the requirements of this position, this job posting is not available for, and Finastra will not be considering any applicants who currently reside in New York City or California.