We are seeking a competent Customer Support Specialist to join our dynamic digital banking team. This role involves managing client inquiries, ensuring smooth day-to-day interactions between the bank and its clients, preparing documentation, and overseeing the application processes to streamline client onboarding and support.
What you will do:
* Address and resolve customer inquiries and issues related to banking and payment processing.
* Provide exceptional customer service through various channels.
* Monitor and reply to support queries and feedback in a timely manner, escalating and resolving issues with other teams if required.
* Prepare, manage, and review necessary documentation for client onboarding and ongoing support, ensuring accuracy and regulatory compliance.
* Maintain accurate records of customer interactions and transactions.
* Manage client applications in banking, ensuring all required documentation is accurate and submitted in a timely manner.
* Review and process official banking documents to verify client information and maintain up-to-date records.
* Send applications to Banking as a Service (BaaS) providers and Acquiring Banks.
* Handle the setup of approved clients, ensuring all regulatory requirements are met.
* Efficiently deal with support tickets, prioritizing based on urgency and impact.
* rack and analyze ticket trends to identify areas for improvement.
* Work closely with various departments, ensuring clear communication and follow-up on tasks.
* Act as a problem solver by investigating issues, sometimes requiring analysis of system logs and generating reports to find solutions.
Who you are:
* Minimum of 3 years of experience in banking or payments processing; experience in fintech is highly desirable.
* Familiarity with eCommerce environments would be advantageous.
* Ability to think critically and independently to resolve complex financial issues.
* Excellent verbal and written communication skills, capable of explaining complex concepts in simple terms.
* Proficient in managing multiple tasks, prioritizing work, and meeting deadlines.
* Ability to work autonomously with minimal supervision while still collaborating effectively within a team.
* Comfortable working in a fast-paced, evolving digital banking environment.
* Proactive in seeking solutions and improving customer experience.
* Advanced English Profiency.
What we offer
* This is a contractor role, which means you will manage your own taxes
* Full-remote position
* Competitive Compensation. Feel free to ask me if you have any questions
* Growth Opportunities
* A diverse, supportive environment that values collaboration and innovation.