IT Client Service Officer (FR & ENG) Expired

KEY RESPONSIBILITIES

• Act a 1st line of support with customers and third-party providerson a daily basis, leading every aspect of on-boarding and integrations - both from a project management perspective (communication, planning, coordination, follow-up) and a business analysis perspective (understanding, elicitation, formalization of functional and technical requirements) - in order to ensure the highest level of customer satisfaction.
• Work hand in hand with sales, product and IT teams tocoordinate customer onboarding, requests, and assist customers with account setup, configuration, and updates.
• Improve processes and best practiceswithin the function.
• Define / validate andimplement procedures and processesof the function, based on the available policies and other documents.
• Collaborate with other departments, such as sales, marketing, and product development,to ensure a seamless customer experience and identify leads for cross-selling products.
• Maintain accurate records of customer interactionsand transactions.
• Create Service Delivery Reporton customer support metrics, such as response times, issue resolution rates etc…
• Handle complaints on any major incidents, with customers

REQUIREMENTS

• Degree in a related field such asfinance, business, or technologyis preferred;
• Strong knowledge of financial technologyand the fintech industry with the ability to understand and explain technical concepts to a technical audience as well as C-levels.
• Open Banking knowledgewould be considered an asset
• 3 to 5 years of experiencein Client Care/Support in a technology intensive department, preferably in the financial sector
• Analytical and problem-solving skills, great attention to detail
• Outstanding verbal and written communication– you are fluent in French and English. Additional languages would be considered as an asset
• You are autonomous, flexible, enthusiast and team player
• Strong organizational skills and ability to coordinate and manage multiple tasks and activitiessimultaneously
• Customer satisfaction andquality oriented
• Comfortable within a start-up environment, with ademonstrated entrepreneurial spirit
• Comfortable knowledge in new technologies, API, coding, AI…