Customer Support Advocate

beBeeCustomerSupport; Barcelona; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A banking services company is seeking a skilled professional for managing client inquiries and ensuring customer support. This remote role offers flexibility and requires a minimum of 3 years experience in banking or payments processing. The ideal candidate will possess excellent communication skills and be comfortable in a fast-paced environment, with responsibilities including handling customer issues and preparing documentation for client onboarding.

Formación

• Minimum 3 years of experience in banking or payments processing.
• Experience in fintech is highly desirable.
• Excellent verbal and written communication skills.
• Ability to think critically and independently.

Responsabilidades

• Address and resolve customer inquiries related to banking.
• Provide exceptional customer service through various channels.
• Prepare and manage documentation for client onboarding.
• Maintain accurate records of customer interactions.

Conocimientos

Experience in banking or payments processing

Critical thinking

Excellent communication skills

Task management skills

Proactive problem solving

Autonomy

Experience in fintech

Familiarity with eCommerce

Advanced English proficiency

Descripción del empleo

We are seeking a highly skilled professional to manage client inquiries, ensure smooth interactions between our clients and their banking needs.

This role involves preparing documentation, overseeing application processes, and streamlining client onboarding and support.

The ideal candidate will work in the EST time zone, approximately 12 PM to 8 PM CET, with some flexibility.

This is a remote opportunity, allowing you to be based anywhere in Europe or Canada.

Key Responsibilities :

• 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.
• 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.

Requirements :

• A 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 Proficiency.