Client Support Advisor (Mortgage Software)

Finastra • Atlanta, GA

1d • Hybrid

About The Position

At Finastra, we are a global leader in financial services software, dedicated to expanding access to financial services and shaping the future of the industry. Our technology powers mission-critical solutions across Lending, Payments, and Universal Banking, serving over 7,000 customers in more than 110 countries. The Client Support Advisor, reporting to the Senior Manager, Customer Support, acts as the primary interface between clients and Finastra, contributing to the delivery of Residential Mortgage software and services to ensure a world-class customer experience. This role requires a product specialist with technical competencies, responsible for handling and resolving issues promptly. The Client Support Advisor also provides technical assistance to functional consultants as needed and may be involved in testing beta deliveries or fixes before release. Finastra fosters an environment where bold ideas thrive, careers flourish, and innovation is a shared journey. We welcome both recent graduates and seasoned professionals to play a pivotal role in delivering software solutions that redefine financial services. We are committed to shared growth, offering a rich ecosystem of learning, including hands-on training, mentorship, leadership development, and industry certifications. Team members have the freedom to explore new paths, deepen expertise, and make their mark in a global fintech built for the future. Our career development is a promise, providing access to cutting-edge tools, a collaborative culture, and a community that champions success, empowering individuals to lead, challenge, and create meaningful change. We offer incredible career opportunities, working closely with colleagues globally to develop and launch innovative software solutions, with engaging projects and ongoing development opportunities to build and hone skills.

Requirements

• Experience in Mortgage and/or Banking knowledge required.
• Excellent written and verbal communication
• Customer focus, Analytical abilities, attention to detail, stability, responsible
• Ability to work independently as well as part of a customer facing team

Nice To Haves

• Previous system administrator and/or processing, underwriting, closing experience preferred

Responsibilities

• Work assigned cases through the full case management life cycle.
• Respond to customer requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in the Finastra environments
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality
• Participate in client (phone) meetings, WebEx sessions, in order to ensure proper communication with the customers and/or to speed up the investigation of the issue reported
• Validate defects thoroughly by ensuring that the described scenarios are fixed
• Build and provide simple scripts with the assistance of senior colleagues when necessary
• Write technical specifications and best practices documentation
• Raise/ escalate issues with the Team Leader and/ or Manager where/ when needed
• Contribute to a positive atmosphere of teamwork through collaborative behavior and open communications.
• Other duties as assigned by your manager

Benefits

• Unlimited vacation, based on your location and business priorities.
• Hybrid working arrangements
• Inclusive policies such as paid time off for voting, bereavement, and sick leave.
• Confidential one-on-one therapy through our Employee Assistance Program
• Support from our network of Wellbeing Champions and Gather Groups
• A calendar of monthly events and initiatives designed to help you thrive - Inside and Outside of work.
• Medical, life & disability insurance
• Retirement plan
• Lifestyle and other benefits
• Paid time off for volunteering and donation matching.
• Participate in multiple DE&I groups for open involvement (e.g., Count Me In, Culture@Finastra, Proud@Finastra, Disabilities@Finastra, Women@Finastra).
• Access online learning and accredited courses through our Skills & Career Navigator tool.
• Be part of our global recognition program, Finastra Celebrates, and contribute to regular employee surveys to help shape Finastra and foster a culture where everyone is engaged and empowered to perform at their best.
• Paid holidays
• Flexible working hours
• A pension plan
• Comprehensive health initiatives.
• Flexible Vacation Policy
• Inclusive people policies
• Hybrid working framework
• Comprehensive well-being support through initiatives like the Employee Assistance Program, the wellbeing Champions and our monthly events and initiatives.
• Volunteering time off
• Donation matching
• Multiple employee networks and cultural initiatives
• Career and skills development
• Global recognition platform
• Regular employee feedback surveys

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed