Supportability Specialist

Job Title : Supportability Analyst I

Department : Compliant Resolutions Team

Location : Tucson, AZ, Hybrid 2 days a week

Role Type : Contract (18 months), Full-time

About Our Client

Our client is a leading financial services provider dedicated to delivering innovative solutions in the banking and FinTech sectors.

With a history of over 35 years, we operate nationwide, offering a range of federally regulated products and services. We are committed to integrity, customer-centricity, and continuous improvement in all aspects of our operations.

Job Description

As a Supportability Analyst I, you will play a crucial role in handling customer complaints related to money movement in our federally regulated products.

You will communicate effectively via email, ensuring timely responses and maintaining high standards of customer service.

Your insights and recommendations will directly contribute to process improvements, enhancing overall customer satisfaction and operational efficiency.

This position collaborates closely with cross-functional teams.

Duties and Responsibilities

• Review customer complaints related to money movement in federally regulated products.
• Communicate promptly and professionally with customers via email.
• Meet established cycle times and performance metrics.
• Provide and receive constructive feedback from peers and managers.
• Prioritize and recommend process improvements.
• Exercise judgment within defined procedures to determine appropriate actions.
• Document complaint cases accurately for compliance-related issues.
• Work independently while ensuring work quality meets standards.

Required Experience / Skills

• Banking or FinTech experience preferred.
• Excellent verbal, written, and interpersonal communication skills.
• Strong organizational and time management abilities.
• Ability to influence stakeholders at all organizational levels.
• Prioritization skills to meet deadlines and achieve goals in a dynamic environment.
• Strong investigatory and troubleshooting skills with high attention to detail.
• Ability to articulate complex concepts clearly in documentation.
• Collaborative approach to problem-solving.
• Experience with lending and regulatory products / services is advantageous.
• Advanced knowledge of QuickBooks products is a plus.
• Experience with Salesforce, Slack, and Chat GPT is beneficial.

Nice-to-Haves

• Personal interest in financial services or banking industry.
• Familiarity with related software tools.
• Experience in a customer support role within a similar industry.
• Understanding of lending and regulatory products / services.

Education

Bachelor's degree in Finance, Business Administration, or related field preferred.

Pay & Benefits Summary

• Competitive pay commensurate with experience.
• Comprehensive health benefits package.
• Paid time off and company holidays.
• Hybrid work model with flexibility.

Call-to-Action Come join our dynamic team and make a difference in the financial services industry! Apply now to embark on a rewarding career path with opportunities for growth and development.

Keywords : Supportability Analyst, Customer Support, Banking, FinTech, Regulatory Compliance, Customer Service, Communication Skills, Process Improvement, Hybrid Work Model