Offer summary

Qualifications:

5 years of experience in finance, banking, and customer support roles., Strong understanding of the accounting process and end-to-end OTC/QTC scope., Proficient in ticket management software like Zendesk or SFDC Service Cloud., Advanced Excel skills, including pivot tables and macros..

Key responsibilities:

Manage complex tickets and cases escalated to the finance customer support team.

Respond to customer queries and engage in calls to address concerns efficiently.

Triage and resolve issues, collaborating with internal teams as needed.

Maintain customer accounts, ensuring accuracy and updates from relevant portals.

Job description

We are urgently hiring for an Analyst to join our Finance Customer Support team, overseeing queries from our clients and internal stakeholders.

Health Insurance/HMO
Enjoy unlimited MadMax Coffee
Diverse learning & growth opportunities
Accessible Cloud HR platform (Sprout)
Above standard leaves
Php 2k internet reimbursement on top of allowance/s

This role will primarily manage complex tickets and cases escalated the analysts supporting Quote To Cash/Order To Cash split of the finance and accounting team.

Receive cases and requests from various stakeholders.
Respond to the queries of the customers thru cases and internal stakeholders. Engages in calls with customers and internal teams op address questions and concerns in a more efficient manner.
Triage the concerns, conduct action to resolve and may need to reach out to internal teams for resolution.
Manage the regular queue of the cases, cases and tasks should there be no escalated concerns. •
Work closely with the Senior Analysts, Supervisor, Manager – Finance Customer Support in the Revenue Accounting scope.
Report directly to the Supervisor for service delivery.
Maintain customer accounts, including updates, adjustments, and ensuring account accuracy from all relevant portals and tool.

5 years of experience of finance, banking and customer supporting roles.
Has sound understanding of the accounting process.
With relevant exposure of the end to end scope of OTC/QTC
Strong Ticket Management / Case Management Experience (e.g. Zendesk, SFDC Service Cloud / Case Module or similar Customer Support Ticketing Software) Possesses strong grasp of knowledge between internal teams of OTC/QRC. Advanced excel competency (pivot, macro).
Able to interpret financial statements
Exposure to bank letters, W9, W8 Ben, SEC and similar
Zendesk, Service Cloud, Service Now relevant exposure
Has adequate knowledge of invoicing, credit and debit transactions.
With relevant telephony/dialer expertise to manage customer concerns.

Required profile