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.
Job Profile Summary
General Profile
• Requires conceptual knowledge of theories, practices, and procedures within a functional job discipline • Performs standard functional assignments (e.g. Analyze, Customer interaction, report defects/enhancements, Validations of fixes, issue tracking) and develops deeper understanding of functional concepts
• Works within standardized procedures and practices to achieve objectives and meet deadlines
• Receives functional guidance and direction from more senior level roles
• Requires conceptual knowledge of theories, practices and procedures within a functional job discipline typically gained through university education or equivalent experience
• Has some exposure to current treasury functionalities through current job or experience
What will you contribute?
Reporting to the CS Manager, the [Role Name] is the key interface between Finastra clients on one side and Customer Support organization on the other side, contributing to the overall delivery of software and services to ensure a world class customer experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible. The [Role Name] also uses their functional expertise to assist technical consultants on a as needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to customers or be requested to go on site to handle issues on the client’s premises.
Responsibilities & Deliverables:
Your deliverables as a Functional Consultant will include, but are not limited to, the following:
• Respond to customer requests, whether they are reported issues, questions or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a functional perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform functional investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Write functional specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
The Required Skills, Knowledge & Experience
Academic Qualifications
B.Com / M.Com / MBA in Finance (or equivalent)
Functional Expertise
Strong working knowledge of Treasury applications
Experience with Kondor and K+TP products is highly desirable
Professional Experience
3 to 5 years of functional support experience in Treasury applications
Prior experience in customer management and engagement
Core Competencies
Strong analytical and problem-solving skills
High attention to detail and sense of responsibility
Customer-focused mindset
Ability to work independently and collaboratively within a customer-facing team
Mandatory Soft Skills
Fluency in English (spoken and written)
Excellent communication skills
Quick learner with a strong desire to grow
Positive attitude and team-oriented approach
Proven troubleshooting capabilities
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!
