Product Analyst Online Banking

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For one of our clients, we are looking for a Product Analyst Online Banking, remotely from the United States.

In this role, you will be responsible for providing technical support for online banking products, ensuring customer satisfaction by resolving issues, enhancing product functionality, and improving user experience. You will work closely with engineering and product teams to resolve complex challenges and ensure seamless product performance. Your focus will be on understanding product features, troubleshooting, and documenting solutions, ultimately advocating for customer needs while contributing to process improvements.

Accountabilities:

• Provide timely and effective technical support to customers regarding online banking, bill pay, remote deposit, positive pay, and onboarding.
• Troubleshoot and diagnose issues by replicating problems, collecting logs, and using debugging tools, collaborating with engineering teams to resolve critical issues.
• Develop a deep understanding of the product and stay updated on new features and enhancements.
• Create and maintain detailed documentation, including troubleshooting guides, FAQs, and knowledge base articles to empower both customers and internal teams.
• Serve as a customer advocate by providing feedback on customer experiences and suggesting product improvements to the engineering team.
• Continuously assess and improve support processes, tools, and workflows to enhance efficiency and effectiveness.

Requirements

• Bachelor's degree in Business Administration, Information Technology, or a related field, or equivalent work experience.
• 3+ years of experience in a product support role, preferably in the fintech industry with a focus on online banking.
• Proficiency in troubleshooting software applications; familiarity with financial systems, payment gateways, and related technologies is a plus.
• Excellent verbal and written communication skills with the ability to convey complex technical concepts to non-technical users.
• Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve issues.
• A customer-centric mindset and passion for delivering exceptional service and support.
• Ability to work effectively within a collaborative team environment and build positive relationships with colleagues and customers.

Benefits

• Annual salary range of $65,000 - $75,000.
• Annual cash bonus and equity options, commensurate with experience.
• 100% fully remote position.
• Robust 401(k) plan with company match.
• Health, dental, and vision insurance (employer-subsidized).
• Flexible paid time off to support work-life balance.

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Qualification

Bachelor's Degree