Client Support Officer

Description

Position based in Luxembourg or Barcelona You will join an existing team of 7 Product Owners. **Your Responsibilities** **Support** * Fully integrated into our team and reporting to a PO Squad Lead, you will assist clients (banks and insurance companies) in using several tools: a Front platform and an insurance contract management tool that includes banking operations (direct debits, rejections, etc.). * You are responsible for the first point of contact with users via phone, email, or online ticketing tools. * You participate in resolving bugs and incidents, enabling immediate responses to user needs and preventing recurrence of incidents—thereby delivering high client satisfaction. Your knowledge of business processes related to direct debits, redemption payments, and financial flows allows you to quickly identify operational impacts and coordinate resolution of operational incidents. * Specifically, you triage tickets by summarizing issues and proposing diagnostic solutions based on your assessment. * You collaborate with development teams and Product Owners by escalating and managing requirements for enhancements and fixes. * You contribute to ongoing client training. **Products** * You support the development of the Hokus platform by publishing documentation kits and performing configuration tasks. * You carry out ADOBE conversion processes to ensure compatibility with Hokus platform’s internal tools. **Your Profile** * You have at least 2 years of experience in a similar role. * You have experience in the banking or life insurance sector, particularly with business processes related to direct debits, redemption payments, and financial flows. * You possess excellent oral and written communication skills. * You speak and write fluent French and English (mandatory). *About FNZ* *FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.* *We created wealth’s growth platform to help. We provide a global, end\-to\-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.* *We partner with the world’s leading financial institutions, with over US$2\.5 trillion in assets on platform (AoP).* *Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.*