Customer Support/Onboarding Specialist (Preferred experience in FinTech)

We are seeking a 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.
• 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.

What we offer

• This is a contractor role, which means you will manage your own taxes
• Full-remote collaboration
• Support to the business a few hours per week
• Note: We won't considerer applicants from another countries.