Respond to client inquiries through ticketing/email/phone within agreed timelines; gather details, triage, and communicate resolution steps
Support onboarding/implementations: data intake checks, mapping validation, user guidance, and basic training materials
Answer routine questions on platform outputs (staging, PD/EAD/LGD, scenario/FLI) and perform first-pass investigation on complex inquiries (review inputs, configuration, segment rules, and proofing checks)
Escalate when needed with a clear summary of findings, evidence, and recommended next steps to support timely resolution and knowledge transfer
Execute proofing and QA procedures on model outputs and reporting extracts; document results and investigate variances
Support UAT and production releases: test execution, defect reproduction, re-testing, evidence capture, and release note inputs
Maintain complete ticket records (reproduction steps, evidence, resolution, approvals where required) and ensure timely closure to support auditability and trend reporting
Identify data quality issues (completeness, mapping, rule conformance) and support root-cause analysis with internal technical teams
Use Excel for reconciliations and checks; leverage Python and/or R-code (asset) for repeatable diagnostics and automation
Update runbooks, operations manuals, and client-facing “how to interpret outputs” guidance
Identify recurring issues and propose process improvements to reduce client friction and operational risk

Requirements

2+ years of experience in client support, operations, analytics, financial systems, or risk/financial reporting (financial services preferred)
Post-secondary education in business, finance, accounting, economics, math/stats, or related field, or equivalent experience
Strong Excel skills and comfort working with detailed datasets; experience with ticketing systems and structured troubleshooting
Working knowledge of IFRS 9 impairment / ECL concepts is an asset (training can be provided)
Clear written/verbal communication and strong organization in a deadline- and release-driven environment
Nice to have: Experience with UAT, change management, ITIL incident/problem management, or service desk tools
Exposure to credit risk concepts (PD/LGD/EAD), model monitoring, or regulatory reporting

Benefits

Work-life flexibility
Hybrid work environment
Variable annual incentive plan
Generous annual vacation allotment
Top-notch flexible benefits plan including family building and gender affirmation
Retirement Plan, matched contributions at 6%
Access to a learning platform and educational assistance support
Access to a virtual wellness platform
Career development opportunities
Wellness Flex Fund to support personal interest and activities
Day off to volunteer in your community and other paid time off options
Corporate discounts *subject to employment agreement

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

ExcelPythonRdata quality analysisUATQA proceduresticketing systemsfinancial reportingroot-cause analysismodel monitoring

Soft Skills

clear communicationorganizationproblem-solvingclient supportprocess improvementattention to detailtime managementcollaborationadaptabilityanalytical thinking