Customer Success Analyst (Fintech)

Location: Belgrade, Serbia — hybrid. Availability for all US time zones and non-standard business hours may be required.

Company

hirify.global expands financial access by optimizing branches, improving operational efficiency, and maximizing self-service availability for financial institutions and retailers worldwide.

What you will do

• Serve as a customer contact for account-specific analysis and service support.
• Manage customer escalations, determine resolution steps, involve the appropriate internal teams, and provide timely progress updates.
• Prepare standard customer-performance reports and present SLA and other metrics accurately.
• Maintain customer data integrity for service delivery, billing, and reporting.
• Communicate SLA requirements, support customer help desks with specialized activities, and ensure correct escalation processes are followed.
• Work with Executive Service Managers, Senior Service Analysts, client operations, service delivery teams, vendors, and customers.

Requirements

• University degree or at least 1 year of experience in an analytical or customer-services role.
• Proficient English, both verbal and written.
• Availability for all US time zones; willingness to work non-standard business hours as required by customers.
• Excellent communication skills for direct interaction with external customers and internal NCR stakeholders.
• Analytical and/or technical experience, preferably within NCR Services.
• General computer skills, including Microsoft Word and Excel proficiency.
• Ability to work in a fast-paced environment, multitask, manage time effectively, stay organized, identify and resolve issues urgently, and work under pressure.
• Detail orientation and ability to collaborate with colleagues in multiple locations.

Nice to have

• Knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, Invoice Engine, and other applicable systems.

Culture & Benefits

• Private health insurance and life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program.
• Internal career-pathing and advancement opportunities.
• Employee discounts at hirify.global partners.

Hiring process

• Employment offers are conditional upon successfully passing the screening criteria applicable to the job.
• hirify.global accepts recruitment-agency resumes only from agencies on its preferred supplier list.