Fintech Support Analyst

Fintech Support Analyst

XOI Information Technology Services
Metro Manila / NCR
5-10 years
Not Specified

Job Description

Are you a high-performing customer service professional with knowledge in trading and technology Be part of our growing team and GrowWithUs...
Make that move today!


Our client is a leading provider of risk and collateral management services in the in Financial Services industry. As a trading technology provider they offer the sell-side, the buy-side and fund administrators with the only straight-through margin processing solution. With their unique collaborative and community-based approach, they are the driving force for change in the post-trade OTC space and a clear market leader.
You will be working for a client with a friendly, open and dynamic culture that will provide you with meaningful opportunities to work side by side with others who are literally changing the way post-trade OTC business is done.
With a small company mentality you will be exposed to both the technology and the business side working with global clients from the biggest banks and financial institutions in the industry. We look forward to having you join our team!
The Fintech Support forms part of the Client Services department responsible for delivering technical support to clients globally 24×6. As a Fintech Support Analyst, you will act as the first point of contact to the clients, handling service requests, incidents, problems, escalations, and providing an interface for other functions such as new client on-boarding. You will be supporting the proprietary trading application and transaction network for a leading financial technology provider.In this role you will learn about trading technology and the collateral management business. Join an established team here in Makati that offers the opportunity to gain knowledge, growth and career development while working in a family-oriented environment with work-life balance.
Duties & Responsibilities:
  • Ensure that the highest levels of service are delivered to clients
  • Provide telephone and email-based customer support
  • Provide first-line investigation and diagnosis, resolving at first contact whenever possible and keeping customers informed of progress
  • Assess the impact and urgency of cases and gather appropriate information for the request
  • Responsible for the resolution of all customer issues raised, ensuring that customers are updated within agreed SLA’s and that all issues are resolved quickly and efficiently
  • Maintain accurate records of activity taken throughout the lifecycle of a case
  • Management of escalation through other teams, ensuring high quality of feedback and service to customers at all times
  • Work closely with Service Management Team to maintain excellent service including handing over to US
  • Develop a good understanding and technical expertise across all products
  • Resource for project work
  • Support the Client Services Manager towards continuous improvement of team process and customer experience

Qualifications and Experience:
  • At least 5 years experience in customer support
  • Experience in Financial Services / Trading Support a plus
  • Series 7 Certification an advantage
  • Excellent communication skills (written and verbal)
  • Good understanding and awareness of IT terminologies
  • Ability to translate technical language into user-friendly information
  • Good decision-making skills (able to act decisively under pressure)
  • Highly motivated and an energetic team player, determined and driven with a can-do attitude
  • Ability to work in a high-pressure environment in terms of volume and intensity of activity
  • Ability to adapt to new situations quickly and think on his/her feet

Bachelor’s degree

Why join Xelure Technologies

If you are an intuitive thinker and problem solver who thinks outside the box, then join a management team that will find you challenging work while enjoying the camaraderie of a small company.

Xelure Technologies continues to pair up great talent with great technology organizations for almost 20 years.

Similar Jobs

Career Advice to Find Better