Customer Support Specialist - Payment Processing

Promising Talent Agency; Tarragona; A distancia; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A dynamic Payment Service Provider is seeking a Customer Support Specialist to manage client inquiries and ensure smooth interactions. This fully remote role requires a minimum of 3 years in banking or payments with a strong emphasis on customer service skills. Advanced English proficiency is essential. The position offers competitive compensation and the opportunity to work in a diverse, collaborative environment.

Servicios

Competitive Compensation

Full-remote position

Diverse work environment

Formación

• Minimum of 3 years of experience in banking or payment processing.
• Experience in fintech is highly desirable.
• Advanced English proficiency is required.

Responsabilidades

• Manage client inquiries and ensure smooth interactions.
• Prepare documentation for client onboarding and support.
• Monitor and reply to support queries and feedback.

Conocimientos

Customer service

Problem-solving

Communication

Time management

Critical thinking

Fintech familiarity

eCommerce knowledge

Descripción del empleo

At Vellis.ca, we are looking for a Customer Support Specialist to join our dynamic Payment Service Provider team. This role involves managing client inquiries, ensuring smooth day-to-day interactions between the fintech and its clients, preparing documentation, and overseeing the application processes to streamline client onboarding and support.

The company is based in Canada, so this Customer Care Specialist will need to work in the EST time zone, approximately 12 PM to 8 PM CET, with some flexibility.

This role is remote; you can be based anywhere in Europe or Canada!

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.
• Track 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 proficiency.

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.
• A diverse environment that values collaboration and innovation.