Customer Success Analyst (Fintech)

TL;DR

Customer Success Analyst (Fintech): Managing client interactions and providing customer-specific analysis to improve service fidelity and profitability with an accent on escalation management and performance reporting. Focus on maintaining data integrity, monitoring SLAs, and coordinating cross-functional problem resolution.

Location: Hybrid: Belgrade, Serbia. Must be available for all US Time Zones to coordinate with customers and account teams.

Company

A global leader in expanding financial access, optimizing branches and self-service availability for financial institutions and retailers worldwide.

What you will do

• Act as a primary point of contact for client interactions and provide customer-specific analysis to improve profitability.
• Manage customer escalations, database configurations, and generate reports on customer performance.
• Prepare standard reports ensuring SLA and other critical metrics are presented accurately.
• Ensure customer data integrity for service delivery, billing, and reporting processes.
• Coordinate cross-functionally to resolve customer problems and provide timely updates on progress.
• Collaborate with Executive Service Managers and Senior Service Analysts to maintain operational performance.

Requirements

• University degree or minimum 1 year of experience in an analytical or customer services role.
• Proficient English level (both verbal and written).
• Availability for all US Time Zones to coordinate with Customers and Account teams.
• Excellent communication skills for interfacing directly with external customers and internal parties.
• Proficiency in Microsoft Word and Excel.
• Analytical or technical experience, preferably within NCR Services.

Nice to have

• Knowledge of Salesforce, SAP EDW, Oracle systems, NCDM, MACC, or Invoice Engine.
• Ability to work in a fast-paced environment with strong time management and organizational skills.
• Willingness to work non-standard business hours as required by customers.

Culture & Benefits

• Private Health Insurance, Life, Accident, and Disability Insurance.
• Employee Referral Bonus Program and Baby Bonus.
• Dedicated Wellbeing Resources.
• Numerous opportunities for internal career pathing and advancement.
• Employee discounts at hirify.global partners.