Banking Product Support Analyst II

Location: Manila, Philippines; hybrid with three days in-office and two days virtual; night shift

Company

hirify.global delivers financial technology innovations for payments, banking, and investment services.

What you will do

• Provide expert product support and resolve client inquiries related to financial transactions, operational controls, compliance, statements, and notices.
• Recreate client issues in hirify.global test environments and troubleshoot software applications to recommend corrective actions.
• Ask probing questions to anticipate client needs and identify the impact of issues on their operations.
• Document customer information, recurring issues, policies, procedures, and resolutions to support product quality and development.
• Analyze problems, including code-level analysis when needed, and escalate issues to the appropriate internal teams.
• Collaborate with clients, vendors, managers, IT, and Product Development on production, support, and development activities.

Requirements

• Prior US banking or finance experience, preferably in personal banking or mobile banking.
• Experience with credit and debit processing, banking deposits, teller deposits, and lending applications.
• Strong customer service, communication, problem-solving, research, analytical, and relationship-building skills.
• Ability to work independently, research beyond manuals, test solutions, and anticipate next steps.
• Confidence speaking with customers and ability to understand technical knowledge and clarify its functional impact on clients.

Culture & Benefits

• Flexible and creative work environment.
• Diverse and collaborative atmosphere.
• Professional and personal development resources.
• Opportunities to volunteer and support charities.
• Competitive salary and benefits.