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CS Consultant- Associate - entry level
Job#: 191601
Positions: 4
Posted: 10/31/2013
Job Type: Full Time
Location: US-NY-New York City
Department: Customer Support
Category: Support
Benefits: Benefits
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Job Description

About Misys
Misys is at the forefront of the financial software industry, providing the broadest portfolio of banking, treasury, trading and risk solutions available on the market. With 1,800 customers in 120 countries our team of domain experts and partners has an unparalleled ability to address industry requirements at both a global and local level.

Misys was formed by the merger of Misys with Turaz, which includes the award-winning Kondor+ product line.  Combined they are able to address all customer requirements across both the banking and trading book businesses. Misys is the trusted partner that financial services organizations turn to for help solving their most complex problems.

This role sits in our White Plains, NY office:

As a Misys CS Consultant Associate (entry level) for the Misys Loan IQ team, you will be part of a dynamic team working with global clients and development teams to answer client questions, solve their issues and move the product forward.  You will be working on an leading industry commercial and syndicated lending system, supporting many of the top banks in the global lending arena. You will develop and enhance your knowledge of the global financial markets, the wholesale lending business and you will grow your problem analysis and communication skills while learning this market leading lending solution.
  
We are seeking to fill positions with both a functional / business focus or a more technical focus.

This entry level customer support position, consists of an intense training program, followed by ongoing mentoring and support from existing team members:


(1) A 6-9 week CS Consultant Associate on boarding academy located in New York City.
(2) After the development academy is completed, you will then be assigned to work under a team lead, alongside a mentor with industry and application experience. You will be assisting with the support of the Loan IQ product. As you grow, you will be taking on more challenges issues and roles within the group and in turn will become a mentor to more recent new entrants.

Job Responsibilities / Accountabilities

Specific description of the CS Consultant Associate on boarding academy:

Corporate training, Including who is Misys, market position, competitors, internal systems, code of conduct/HR requirements, commercial policy and pricing, working with partners,
? Introduction to the financial markets:  1. Transaction Banking, 2. Core banking, 3. Treasury and Derivatives, 4. Lending -  including regulatory requirements
? Customer Support specific tools and processes. To include:  1. Knowledge Base, 2. Telephony system and etiquette, 3. Customer Portal, 4. SupportFotrce.com and Customer Case logging and triage,  5. Collaboration and Misys intranet, 6. Remote client support , 7. Defect tracking , 8.Customer Advocacy program.
? Loan IQ Specific Business and Application training / mentoring

Following the Academy, your role in the Support Team as a CS Consultant  Associate will  include the following:


• Frequent client , services consultancy, development and support team communication
•  Analysis of reported issues to define root cause and identify solutions.
•  and provide  resolution
• Provide accurate problem analysis and information to the Development team, as needed, in order to allow them to correct the software.
• Maintain status of problem resolution and update customer and team lead on resolution status. 
• Document identified issues and solutions and ensure adequate internal communication of problem resolutions to enable your team. 
• Participate on cross line of business teams and special projects to improve product, service quality and client satisfaction.

Skills/Requirements

Skill set

• Degree level education in numerical, technical or Business subjects or equivalent work experience (1 + years of demonstrable experience within a development or support environment).
• Strong analytical / problem solving skills.
• Strong customer focus / desire to provide a world class customer support experience.
• Strong inter-personnel / communication skills - both written and verbal.
• Ability to prioritize tasks efficiently with high level attention to detail and follow through.

• Proficient in English. One other language an advantage but not essential.
• Previous experience of the lending market and / or experience in a financial institution an advantage but not essential.

***For technical positions only, some exposure to  / understanding  of 2 or more of the following is advantageous but not essential:
• Database(s)
• Programming language(s).
• Web enabled applications.

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