Customer Account Specialist
December 2021
About the role
  • Seniority Level:
    Junior
  • Employment Type:
    Full-time
  • Department:
    Service & Operations

We’re on the hunt for a super talented and ambitious Customer Account Specialist based in London, who will handle customer account management for various products of the company such as Crypto processing, Global Accounts, Exotic FX and other new products that may be released.

What you'll be doing

The Customer Account Specialist (CAS) is mainly responsible for client account management communications of any platform-related changes and acts as a bridge between operations and clients to resolve any day-to-day issues in BAU. CAS ensures that a process is put in place for any new deals or new clients that were handed over by the Customer Account Manager are supplied with all required information. CAS is also responsible for project-manage assignedportfolios of clients and nurture relationships by assisting in the preparation of relevant data for and joining service review meetings with the clients at an agreed interval to ensure that client
concerns are addressed and feedback are taken.

  • Help develop a solid and trusting relationship between clients and the company by providing effective and efficient resolution to customer issues and exhibiting detail orientedness and clarity in responding to customer queries.
  • Raise tickets for concerns raised by clients, assign them to the concerned team, monitor and track until closure within SLA.
  • Any feedback received from the client on the service and system should be communicated to the Customer Account Manager who in turn coordinates with internal teams for proper action.
  • Send a daily report to the management or internal teams as required.
  • Work with the Customer Account Manager and the RMs in resolving escalated customer complaints.
  • Communicate between clients and internal teams to resolve issues raised.
  • Assist in strategic planning to improve client results by pointing out patterns or day client requests and highlighting out of the ordinary scenarios raised by the clients.
  • Work with various teams from departments dedicated to the same client account to ensure the highest quality of materials are being produced and all client needs are met.
  • Collaborate with the revenue team to maximize profit.
  • Plan, prepare and present reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and possible use in future case studies or company training. This may include but are not limited to MTD volume analysis, approval and decline rates as well as system uptime reports.
  • Meet all client needs and deliverables according to proposed timelines.
  • Perform tasks and responsibilities within the agreed parameters
  • Prepare and analyze client data to provide customer relationship management.
  • Perform other duties that may be assigned from time to time.
What we look for in you
  • 3+ years experience in a similar role. Experience with either a payments processor, issuing bank and/or fintech payments company is strongly preferred.
  • Strong customer service and excellent communication skills both verbal and written.
  • Strong project management and execution focus extremely organized and effective at time management.
  • Ability to prioritize critical work and manage expectations, deal with interruptions, and meet deadlines in a fast-paced and growth-orientated environment.
  • Strong quantitative and bank analytical experience and financial modelling skills.
  • Strong Microsoft Excel financial modelling and database skills preferred.
  • Strong work ethic, good judgment, initiative and attention to detail.
  • Bachelor's Degree or higher in a quantitative discipline such as Business Management, Finance or IT.
  • Ability to understand how the business operates and the upstream and downstream activities that impact and are impacted by the operational finance team.
  • Strong research, critical thinking, problem-solving and analytical skills.
  • Experience working with B2B/B2C technology, fintech, and/or payment services
    business is considered advantageous.
  • The ability to represent the company and brand excellently.
What next

To apply for this role, please send your CV and a cover letter to:

careers@payperform.com
Back to careers
Have a question?

Get in touch

Thanks for your message, we’ll get back to you shortly
Oops! Something went wrong while submitting the form.