Customer Support Specialist – Financial Risk Management

Role Overview

• Support customers using the Risk Management application
• Independently manage complex functional issues
• Collaborate closely with product development and professional services teams
• Contribute to continuous improvement initiatives across the support lifecycle
• Provide high-quality customer support and influence product enhancement decisions
• First and second line functional support for banking clients, analyzing complex issues related to credit risk, market risk, liquidity risk, and valuations
• Act as a subject matter expert for non-defect functional inquiries, assisting clients with configuration, data interpretation, and functional usage aligned with banking processes
• Identify root causes of defects and provide a clear summary to the development team when reporting the defects
• Collaborate with product and professional services teams to ensure comprehensive issue resolution
• Participate in a rotating on-call schedule for urgent support needs during weekends or outside of local business hours
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model
• Support response efforts for high-priority or platform-wide incidents, maintaining clear internal communication and documentation
• Contribute to cross-functional initiatives aimed at enhancing support processes and product features
• Support the development of internal and external knowledge base content and client-facing documentation
• Mentor and support junior analysts, providing coaching, technical insight, and best practices for issue resolution.

Requirements

• Bachelor’s or Master’s degree in Finance, Economics, Mathematics, Statistics, Computer Science, or a related field
• Additional training or certifications in banking or risk management (e.g., FRM, CFA, PRM) are an advantage
• 0-4 years of experience in product support, business analysis, or working with financial software solutions
• Strong analytical background with demonstrated experience in banking, financial risk management, or financial technology
• Solid understanding of banking products and processes, including credit facilities, derivatives, collateral, and interest rate products
• Knowledge of risk measurement methodologies (e.g., PD/LGD/EAD modeling, VaR, expected loss, stress testing)
• Experience interpreting financial data and market metrics used by banks
• Advanced Excel skills for modeling, reporting, and analysis
• Excellent communication skills in English, both written and verbal
• Experience with agile methods (Scrum) is a plus
• Familiarity with Java/Python or other programming concepts is a plus, especially in the context of troubleshooting
• Willingness to participate in on-call or weekend coverage as part of a global rotation.

Tech Stack

• Java
• Python

Benefits

• Opportunity to take on responsibility
• Participation in international projects
• Buddy program
• Individual and comprehensive training opportunities
• Internal mobility initiative