Customer Support Agent

• Fully integrated into our team and reporting to a PO Squad Lead, you will assist clients (banks and insurance companies) in using various tools: a Front platform and a contract management tool including banking operations (direct debits, rejections, etc.).

• You will be responsible for making the first contact with the user, by phone, email, or online ticketing tool.

• You will participate in resolving bugs and incidents, which helps provide an immediate response to user needs and prevent recurring incidents, ensuring high client satisfaction. Your knowledge of business processes related to direct debits, surrender payments, and financial flows, among others, enables you to quickly identify operational impacts and coordinate the resolution of operational incidents.

• Specifically, you will qualify the ticket by summarizing the issues and the diagnostic of solutions to be provided.

• You will collaborate with the development team and Product Owners by reporting and managing evolution needs and necessary fixes.

• You will participate in ongoing client training.

• You will participate in the development of the Hokus platform via the deployment of documentation kits and configuration work.

• You will carry out ADOBE conversion processes to ensure compatibility with internal Hokus platform tools.

• You have a minimum of 2 years of experience in a similar role.

• You have experience in the banking or life insurance sector and, in particular, knowledge of business processes related to direct debits, surrender payments, and financial flows.

• You have very good communication skills, both verbal and written.

• You are fluent in French and English, both spoken and written (mandatory).

Position based in Barcelona, Luxembourg, or France

You will join a team of 7 Product Owners already in place.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the world's leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.

• Totalement intégré(e) à notre équipe et sous la responsabilité d'un PO Squad Lead, vous assistez les clients (banques et compagnies d'assurance) dans l'utilisation de plusieurs outils: une plateforme Front et un outil de gestion de contrats d'assurance incluent des opérations bancaires (prélèvements, rejets,...).

• Vous avez la responsabilité de réaliser le premier contact avec l'utilisateur, par téléphone, mail, outil de ticketing en ligne.

• Vous participez à la résolution des bugs et incidents ce qui permet d'apporter une réponse immédiate au besoin des utilisateurs et d'éviter la répétition d'incidents en apportant une forte satisfaction Clients. Vos connaissances des processus métier associés aux prélèvements, paiements des rachats, les flux financiers notamment permet d'identifier rapidement les impacts opérationnels et de coordonner la résolution des incidents opérationnels.

• Concrètement, vous qualifiez le ticket en résumant les problèmes et le diagnostic de solutions à apporter selon vous.

• Vous collaborez avec l'équipe des développeurs et des Product Owner en leur remontant et en pilotant les besoins d'évolution et de correctifs nécessaires.

• Vous participez à la formation continue des clients

• Vous participez au développement de la plateforme Hokus via la mise en ligne des kits documentaires et des travaux de configuration

• Vous réalisez les traitements de conversion ADOBE permettant d'assurer la compatibilité avec les outils internes de la plateforme Hokus.

• Vous avez un minimum de 2 ans d'expérience dans un rôle plus ou moins similaire

• Vous avez une expérience dans le secteur de la Banque ou de l'Assurance Vie et vous avez notamment des connaissances sur les processus métier associés aux prélèvements, paiements des rachats, flux financiers.

• Vous avez de très bonnes capacités de communication à l'oral comme à l'écrit

• Vous parlez et écrivez en français et en anglais couramment (obligatoire)

Poste basé à Luxembourg, Barcelone ou France

Vous rejoindrez une équipe de 7 Product Owners déjà en place.

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the world's leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.