Account Operations Consultant
Do you have a background in data analysis, problem-solving, accounting, financial services, payment transaction processes or similar data-orientated background with a passion to resolve customer queries and provide high levels of customer service?
If so you could be our next **Account Operations Consultant** to help investigate and resolve customer payment transaction queries.
**Who We Are
Viva Wallet is a leading European cloud-based neobank, delivering the future of payments, now.
With presence in 24 markets, it is the payment institution with the largest footprint in Europe.
Viva Wallet's mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs.
Latest innovations include "tap-on-phone Viva Wallet POS app" turning any Android mobile to a card terminal, and "Smart Checkout" payment gateway that can increase conversion by 21%.
An advocate of sustainable cashless economy, Viva Wallet harnesses the power of their disruptive in-house technologies to provide digital payments services in 19 languages and 9 currencies, featuring over 24 payment methods.
As part of our ongoing expansion, we are currently looking for a Sales Support Coordinator to support the continued growth of Viva Wallet in the South-West European countries from our Italian office in Milan.
**What you will do
- Be the 2nd level point of escalation resolving the most challenging customer issues, mostly via chat
- Perform internal tasks related to customer account status and transactions
- Identify, research, and resolve customer issues using our CRM systems and tools
- Ensure that incidents are resolved in a timely manner to meet defined service level targets
- Be responsible for increasing customer satisfaction
- Provide accurate and valid information by using a range of tools (e. g.
database, spreadsheets, etc.
)
- Follow communication procedures, guidelines, and policies
- Work with multiple internal teams to resolve customer issues or even propose changes in current processes
- Develop and maintain relationships with colleagues and stakeholders to provide exceptional customer care services
**Requirements**:
- Experience of working within the banking/financial services sector (issuing, acquiring, bank transfers)
- Experience within Customer Service/Technical Support
- Good listener with a customer-centric approach
- Working competency of using CRM software, digital packages and any other tools
- Goal/Target orientated mentality
- Excellent use of Italian & English both in verbal & written form
- Tendency to go the "extra mile" in order to achieve your targets
**What we offer
- A competitive salary (based upon your super skills and experience
- Annual bonus, upon performance
- A smooth onboarding and continuous training on products and new systems
- A great company culture with high integrity, teamworking, transparent communication, and regular feedback to develop further your skills
- A chance to grow within a fast-moving European Fintech Company
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