Job Description

We have an opening in St. John's or Toronto for our Data Interface Case Operations team. This team provides third line support for how data is mapped from the customers banking systems in to our product to ensure the product works optimally.
You will ensure we have the most effective processes in place to deliver an exceptional customer experience; while continuously establishing a smooth case management/flow. Additionally, you will have the opportunity to collaborate with other teams across the business to support our customers!
Role Responsibilities
Working with the team to manage and responding to cases, while ensuring customer needs are being met
Confirming both the software and code changes are getting actioned in timely manner
Conducting increased in-depth investigations to resolve cases for technical work including development work
Ensuring Service Level Agreements (SLA) are met for TG and Enterprise level customers
Mentoring junior colleagues in specialized knowledge and actively provide feedback to internal key stakeholders
Essential Skills & Qualifications
Experience using Salesforce Reports and dashboards would be considered an asset
Ability to effectively organize, prioritize and escalate customer issues
Confident, articulate, and professional communication abilities
Previous experience in Data Integration/and or Development would be considered an asset
Understanding of the life cycle of cases including customer impact and facilitate the direction and priority of customer cases.
Skilled in working cross-functionally to adapt to quickly changing priorities
Strong ability to analyze and troubleshoot issues
What does success look like in this role?
We have established measurable targets and a solid foundation of processes
What does growth look like in this role?
Lead cross functional meetings with internal stakeholder teams, allocates work and communicates persuasively.
Helping Product Teams resolve customer issues by potentially being involved in escalated calls with customers.
Fixing data mapping deficiencies.
Becoming more knowledgeable in the Verafin data model
Your in-depth customer experience and product knowledge experience allow you to help teammates prioritize escalated issues
This position can be located in St. Johns or Toronto, and offers the opportunity for a hybrid work environment (2 days a week in office), providing flexibility and accessibility for qualified candidates.
This role will close on Thursday, August 1st at 11:59pm NST
Come as You Are
Nasdaq is an equal opportunity employer. We positively encourage applications from suitably qualified and eligible candidates regardless of age, color, disability, national origin, ancestry, race, religion, gender, sexual orientation, gender identity and/or expression, veteran status, genetic information, or any other status protected by applicable law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.