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XTN-2AC3526 | FINANCE CUSTOMER SUPPORT ANALYST

KMC Solutions

Key Facts

Remote From: 
Belgium , Oregon (USA)
Full time
Senior (5-10 years)
English

Other Skills

  • •
    Microsoft Excel
  • •
    Communication
  • •
    Problem Solving
  • •
    Teamwork

Roles & Responsibilities

  • 5 years of experience in finance, banking and customer support roles
  • Sound understanding of the accounting process
  • Strong Ticket Management / Case Management Experience (e.g. Zendesk, SFDC Service Cloud)
  • Advanced excel competency (pivot, macro)

Requirements:

  • Manage complex tickets and cases escalated to the analysts supporting Quote To Cash/Order To Cash
  • Receive cases and requests from various stakeholders
  • Respond to customer queries and engage in calls with customers and internal teams
  • Maintain customer accounts, including updates and ensuring account accuracy

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.
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