2 Rounds of Interviews
Hybrid: in office 3 days per week
Requirements
Minimum 2-5 years' experienceBackground in Loans as Product ControllersAccounting Experience in Investment Banking preferredGeneral Project Management skills (Great comm skills, great writing)
Engagement Scope
1. IFRS Lending Accounting Analysis and Automation
Gather and document business and accounting requirements from Product Control, LEC and Accounting Policy stakeholdersHelp assessing lending accounting treatment under IFRS and compare against current US GAAP processes to identify reporting, valuation, and disclosure differencesAssist senior Product Owner to develop accounting requirements, business rules, and functional specifications for automation.Partner with Technology teams to design, implement, and validate system solutions.Support user acceptance testing, issue resolution, and obtain business sign-off.
2. Project Management and Governance
Help prepare senior management materials to communicate project progress, key decisions, risks, and milestones.Document accounting positions, rationale, and materiality assessments for identified US GAAP to IFRS differences that will not be remediated through system enhancements.Structural and Commercial BenefitsEstablish a scalable and controlled IFRS lending accounting framework for MUFG reporting.Reduce manual accounting processes through automation and standardized requirements.Improve consistency of accounting treatment across legal entities and reporting frameworks.Support timely delivery of MUFG regulatory and financial reporting commitments. Read LessExecutive Summary:
The IT Service Desk Agent is the first point of contact for end users seeking IT support through phone and live chat channels in a fast-paced 24x7x365 environment. This role is responsible for delivering exceptional customer service, efficiently resolving technical issues, and ensuring accurate documentation in a call/chat ticketing system. The ideal candidate will demonstrate expertise in troubleshooting, multitasking, and using knowledge base tools to drive high first-contact resolution rates. This role also contributes to continuous improvement by identifying opportunities to streamline or automate processes.
Shift Requirements:
All applicants must meet shift Requirements.Afternoon coverage as late as 6 - 8pm local time shift end.Weekend coverage every Sunday as a permanent shift. This includes a 10% base pay increase.Key Responsibilities:
Customer Support:
Provide front-line support via phone or live chat with professionalism, empathy, urgency, and a customer-first mindset.Build trust and rapport with end users by demonstrating active listening, advocacy, and clear communication.Resolve issues or escalate appropriately while managing customer expectations.Maintain composure and professionalism in high-pressure and difficult situations.Deliver a consistent and positive customer experience across all interactions.Communication & Documentation:
Clearly document all support interactions in the ticketing system, including problem details, troubleshooting steps, and resolution.Produce accurate, detailed documentation consumable by other agents, end users, and escalation teams.Use proper netiquette and tone to ensure effective communication, especially in written chat interactions.Communicate ticket status, next steps, and resolutions to users promptly.Technical Troubleshooting & Resolution:
Provide high-quality technical support for enterprise software, hardware, peripherals, and infrastructure components.Perform incident assessment, triage, research, training/education, resolution, and recovery.Use diagnostic tools and system knowledge to troubleshoot and resolve problems effectively.Install, modify, clean, or repair hardware and software as required.Leverage both the chat and call platforms efficiently while handling multiple requests concurrently.Collaboration & Culture
Collaborate with team members to ensure service excellence and share knowledge.Be a culture carrier by demonstrating a positive, team-oriented attitude.Adhere to company policies and procedures, contributing to a safe and professional work environment.Additional Expectations:
Demonstrates flexibility and willingness to voluntarily support variable shifts including but not limited to: Holidays, Overtime, Shift change, and weekends.Continuously seek opportunities for self-improvement and operational efficiency.Qualifications:
High school diploma or GED required.Preferred: 2-5 years of demonstrated customer support experience via phone and chat, or equivalent combination of education and experience.Strong Interpersonal skills, empathy, active listening, and the ability to communicate clearly and professional in a fast-paced environment are essential.Excellent customer service and communication skills (written and verbal).Strong problem-solving and critical-thinking abilities.Self-motivated with the ability to work independently and prioritize tasks under pressure.Technical aptitude with the ability to learn and support a broad range of IT systems and applications.Proficient in fundamental computer skills, including typing, email communication, and navigating Windows-based systems.***Responsible for high quality end-user technical support, related to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems
Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment**
2 Rounds of Interviews
Hybrid: in office 3 days per week1 year contract
Requirements
Minimum 5 years' experience: seeking 5-10 yearsBackground in Loans as Product ControllersAccounting Experience in Investment Banking preferredGeneral Project Management skills (Great comm skills, great writing)
Engagement Scope
1. IFRS Lending Accounting Analysis and Automation
- Gather and document business and accounting requirements from Product Control, LEC and Accounting Policy stakeholders.
- Help assessing lending accounting treatment under IFRS and compare against current US GAAP processes to identify reporting, valuation, and disclosure differences.
- Assist senior Product Owner to develop accounting requirements, business rules, and functional specifications for automation.
- Partner with Technology teams to design, implement, and validate system solutions.
- Support user acceptance testing, issue resolution, and obtain business sign-off.
2. Project Management and Governance
- Help prepare senior management materials to communicate project progress, key decisions, risks, and milestones.
- Document accounting positions, rationale, and materiality assessments for identified US GAAP to IFRS differences that will not be remediated through system enhancements.
- Structural and Commercial Benefits
- Establish a scalable and controlled IFRS lending accounting framework for MUFG reporting.
- Reduce manual accounting processes through automation and standardized requirements.
- Improve consistency of accounting treatment across legal entities and reporting frameworks.
- Support timely delivery of MUFG regulatory and financial reporting commitments.
Read Less