Job Openings XTN-E3B6744 | FINANCE CUSTOMER SUPPORT ANALYST

About the job XTN-E3B6744 | FINANCE CUSTOMER SUPPORT ANALYST

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
  • 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.


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