Job description

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

This role will primarily manage complex tickets and cases escalated to the analysts supporting the Quote To Cash/Order To Cash process for the finance and accounting teams.
Receives cases and requests from various stakeholders.
Responds to the queries of the customers thru cases and internal stakeholders. Engages in calls with customers and internal teams to address questions and concerns in a more efficient manner.
Will 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.
Reports directly to the Supervisor for service delivery.
Maintaining customer accounts, including updates, adjustments, and ensuring account accuracy from all relevant portals and tools.

5 years of experience in finance, banking and customer supporting roles. 3 years people management experience
Has a 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 customers' concerns.

Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

XTN-E3B6744 | FINANCE CUSTOMER SUPPORT ANALYST

Role overview