Customer Support Specialist – Financial Risk Management

Regnology; Colombia; Presencial; COP 108.000.000 - 180.000.000; Jornada completa

Descripción de la vacante

Regnology is seeking an experienced professional to support customers using our Risk Management application. You will independently manage complex functional issues, collaborate with product development and professional services teams, and contribute to continuous improvement across the support lifecycle.

The role requires strong analytical skills, knowledge of financial markets and risk management concepts, and excellent English communication.

Formación

• Bachelor’s or Master’s degree in Finance, Economics, Mathematics, Statistics, Computer Science, or a related field.
• Additional training or certifications in banking or risk management (e.g., FRM, CFA, PRM) are an advantage.
• Ideally 0–4 years of experience in product support, business analysis or working with financial software solutions.

Responsabilidades

• First and second line functional support for banking clients, analyzing complex issues related to credit risk, market risk, liquidity risk, and valuations.
• Act as a subject matter expert for non‑defect functional inquiries, assisting clients with configuration, data interpretation, and functional usage aligned with banking processes.
• Identify root causes of defects and provide a clear summary to the development team when reporting the defects, including expected outcome after correction where possible.
• Collaborate with product and professional services teams to ensure comprehensive issue resolution.
• Participate in a rotating on‑call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
• Support response efforts for high‑priority or platform‑wide incidents, maintaining clear internal communication and documentation.
• Contribute to cross‑functional initiatives aimed at enhancing support processes and product features.
• Support the development of internal and external knowledge base content and client‑facing documentation.
• Mentor and support junior analysts, providing coaching, technical insight, and best practices for issue resolution.

Conocimientos

Analytical skills

Excel proficiency

English communication

On-call willingness

Agile methods

Programming concepts (Java/Python)

Educación

Bachelor’s or Master’s in Finance/Economics/Math/Statistics/CS

FRM/CFA/PRM (advantage)

Herramientas

Java

Python

Advanced Excel

Descripción del empleo

We are seeking an experienced and proactive professional to join our team and play a key role in supporting customers using our Risk Management application. In this position, you will independently manage complex functional issues, collaborate closely with product development and professional services teams, and contribute to continuous improvement initiatives across the support lifecycle.

This role is ideal for professionals with strong analytical skills and solid knowledge of financial markets, risk management concepts, and troubleshooting methodologies. You will leverage your expertise to provide high-quality customer support and influence product enhancement decisions.

Key Responsibilities

Business and Functional Troubleshooting

• First and second line functional support for banking clients, analyzing complex issues related to credit risk, market risk, liquidity risk, and valuations.
• Act as a subject matter expert for non‑defect functional inquiries, assisting clients with configuration, data interpretation, and functional usage aligned with banking processes.
• Identify root causes of defects and provide a clear summary to the development team when reporting the defects, including expected outcome after correction where possible.
• Collaborate with product and professional services teams to ensure comprehensive issue resolution.

Global Incident Handling:

• Participate in a rotating on‑call schedule for urgent support needs during weekends or outside of local business hours.
• Ensure seamless handover and coordination with other regions as part of the Follow the Sun support model.
• Support response efforts for high‑priority or platform‑wide incidents, maintaining clear internal communication and documentation.

Additional Scope:

• Contribute to cross‑functional initiatives aimed at enhancing support processes and product features.
• Support the development of internal and external knowledge base content and client‑facing documentation.
• Mentor and support junior analysts, providing coaching, technical insight, and best practices for issue resolution.

Why we should decide on you

Qualification

• Bachelor’s or Master’s degree in Finance, Economics, Mathematics, Statistics, Computer Science, or a related field.
• Additional training or certifications in banking or risk management (e.g., FRM, CFA, PRM) are an advantage.
• Ideally 0‑4 years of experience in product support, business analysis or working with financial software solutions.
• Strong analytical background with demonstrated experience in banking, financial risk management, or financial technology.
• Solid understanding of banking products and processes, including credit facilities, derivatives, collateral, and interest rate products.
• Knowledge of risk measurement methodologies (e.g., PD/LGD/EAD modeling, VaR, expected loss, stress testing).
• Experience interpreting financial data and market metrics used by banks.
• Advanced Excel skills for modeling, reporting, and analysis.
• Excellent communication skills in English, both written and verbal.
• Experience with agile methods (Scrum) is a plus.
• Familiarity with Java/Python or other programming concepts is a plus, especially in the context of troubleshooting.
• Willingness to participate in on‑call or weekend coverage as part of a global rotation.
• Familiarity with AI concepts and their potential applications in a business environment.

We should decide on you

• Let’s grow together, join a market‑leading SaaS company – our agile character and culture of innovation enable you to design our future.
• We provide you with the opportunity to take on responsibility and participate in international projects.
• In addition to our buddy program, we offer numerous individual and wide‑ranging training opportunities during which you can explore technical and functional areas.
• Our internal mobility initiative encourages colleagues to transfer cross‑functionally to gain experience and promotes knowledge sharing.
• We are proud of our positive working atmosphere characterized by a supportive team across various locations and countries and transparent communication across all levels.
• Together we’re better - meet your colleagues at our numerous team events.

Recognizing the benefits of working in diverse teams, we are committed to equal employment opportunities regardless of gender, age, nationality, ethnic or social origin, disability, and sexual identity.