Fintech Client Service Advisor

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…