WHO ARE WE?

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.

REQUIRED SKILLS & EXPERIENCE:

• 1-2-year experience in a support role in a helpdesk/call center environment would be an asset;
• Product support, cross-selling opportunity and some sales experience would be an asset;
• PC Hardware and Software troubleshooting experience;
• Superior written and verbal communication skills in French and English ( mandatory), additional languages would be considered an asset

PREVIOUS EXPERIENCE USING CHATBOT, DIGITAL COMMUNICATION ENGAGEMENT WITH CUSTOMERS

• Strong browser & Experience with Multiple Operating Systems support
• Ability to work independently, apply judgment, maintain stable performance under stress and flexibility in an evolving work environment .
• Mortgage broker or lending origination experience will be considered a strong asset
• Mortgage industry knowledge and Lending knowledge is a strong asset

EDUCATION/CERTIFICATIONS:

Post-secondary diploma or certificate holder experience
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, unlimited personalized coaching via our coaching app, and access to our Gather Groups for emotional and mental support.
· 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!
Finastra is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). We will accommodate applicants’ needs upon request, throughout all stages of the recruitment process. Please inform us of the accommodation(s) that you may require. Information received related to accommodation will be addressed confidentially.

Your deliverables as a Bilingual Customer Support Associate will include, but are not limited to the following:

• Acting with intensity and passion you will perform speedy analysis and issue resolution of software related issues;
• Be familiar with the range of product offerings available and identify suitable solutions to be presented to clients and own the overall experience;
• Gains a deep understanding of the customer experience - identify and fill product gaps, generate new ideas that grow market share, and drive and subscription growth and client retention;
• Uses communication and client/customer service skills to clarify process and service standards; maintains composure in handling escalations and is sensitive to audience diversity;
• Identify and develop opportunities for up-selling and cross selling to paid subscription services
• Records, identifies and links key issues and patterns in ticketing systems and raise as escalations to next Tier of Support as appropriate;
• Identifies continuous improvement opportunities for processes which may improve customer experience;
• Other duties as assigned by your manager;