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Technical Client Support Manager at defi Solutions

Technical Client Support Manager

defi Solutions Boston, MA (On Site) Full-Time
About defi SOLUTIONS:

It's an exciting time to join defi!

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company's comprehensive suite of originations, servicing, and analytics solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures and Fiserv.

About the Role:

In this position, you will work in a fast-paced environment and interface directly with system administrators and business decision makers. You will be the "Face of defi SOLUTIONS" in supporting and providing analysis to our clients, who include some of the largest lenders in the United States. In this hands-on role, you will help defi deliver the next generation lending experience for our clients. This role supports defi's Auto Loan Originations and Servicing Products.

Client Services is a client facing communication point with key decision makers. In this challenging position, you will work in a fast-paced environment and interface directly with system administrators and business decision makers. You'll be the face of defi SOLUTIONS by supporting and providing analysis to our clients through collaboration, resolving concerns, answering questions, and gathering feedback.

By working directly with clients and internal stakeholders, you can help shape software requirements, build relationships, and directly contribute to the business goals. Your contributions correlate to recognition and growth opportunities within the organization.

The Client Services team is the hub of the organization as we interact with multiple departments and levels within the organization. This position provides exposure to new software and the ability to work with and influence others.

Essential Job Responsibilities:

Responsibilities may include, but are not limited to:

* Review client configuration and business processes to address challenges and satisfy business needs.
* Analyze, troubleshoot, and resolve application issues.
* Triage client requests to determine avenue for resolution.
* Identify opportunities to enhance client product experiences.
* Effectively interact and communicate with internal stakeholders to facilitate delivery of client expectations.
* Advocate for clients by escalating urgent requests and efficiently prioritizing cases
* Isolate problems, determine solutions or alternatives, develop, and implement resolutions, or engage appropriate resources
* Accounting - Ability to reconcile accounting reports/out of balance conditions
* Perform other duties as required.

Required Qualifications

* Minimum of four (4) years' experience in lending, financial services, technology, and/or SaaS companies
* Basic SQL query abilities/experience
* Exhibit critical thinking and demonstrate strong problem-solving skills.
* Analytical and process oriented.
* Excellent oral and written communication skills.

Preferred Qualifications:

* ServiceNow experience preferred

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.

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