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.