KEY RESPONSIBILITIES
* Act a 1st line of support with customers and third-party providers on a daily basis, leading every aspect of on-boarding and integrations - both from a project management perspective (communication, planning, coordination, follow-up) and a business analysis perspective (understanding, elicitation, formalization of functional and technical requirements) - in order to ensure the highest level of customer satisfaction.
* Work hand in hand with sales, product and IT teams to coordinate customer onboarding, requests, and assist customers with account setup, configuration, and updates.
* Improve processes and best practices within the function.
* Define / validate and implement procedures and processes of the function, based on the available policies and other documents.
* Collaborate with other departments, such as sales, marketing, and product development, to ensure a seamless customer experience and identify leads for cross-selling products.
* Maintain accurate records of customer interactions and transactions.
* Create Service Delivery Report on customer support metrics, such as response times, issue resolution rates etc…
* Handle complaints on any major incidents, with customers
REQUIREMENTS
* Degree in a related field such as finance, business, or technology is preferred;
* Strong knowledge of financial technology and the fintech industry with the ability to understand and explain technical concepts to a technical audience as well as C-levels.
* Open Banking knowledge would be considered an asset
* 3 to 5 years of experience in Client Care/Support in a technology intensive department, preferably in the financial sector
* Analytical and problem-solving skills, great attention to detail
* Outstanding verbal and written communication – you are fluent in French and English. Additional languages would be considered as an asset
* You are autonomous, flexible, enthusiast and team player
* Strong organizational skills and ability to coordinate and manage multiple tasks and activities simultaneously
* Customer satisfaction and quality oriented
* Comfortable within a start-up environment, with a demonstrated entrepreneurial spirit
* Comfortable knowledge in new technologies, API, coding, AI…