Key Responsibilities

• Actively understand customer needs and clearly communicate to ensure exceptional customer experience.
• Troubleshoot technical issues by providing timely support via phone and email.
• Guide customers through solutions and escalate complex issues to the appropriate teams when needed.
• Manage and track support tickets in Salesforce from creation through resolution.
• Deliver personalized solutions based on each customer's unique requirements and communicate them effectively.
• Operate efficiently in a fast-paced environment while supporting multiple customers simultaneously.
• Collaborate closely with team members, demonstrating shared ownership, accountability, and teamwork.
• Handle sensitive and confidential information with professionalism, in alignment with Finexio's values.
• Maintain and update supplier payment profiles, ensuring banking information, addresses, and contact details are accurate, secure, and up to date.
• Collaborate with cross-functional teams to ensure customer needs are fully understood and met.
• Maintain up-to-date knowledge of the payments ecosystem, AP-as-a-service models, relevant banking regulations, and accounting standards through continuous learning.
• Conduct preliminary research on potential fraudulent transactions and provide findings to the Risk & Compliance team for further analysis.

Requirements

• Bachelor's degree preferred
• Minimum of 2 years of experience in a customer-facing role within the financial services or technology industry.
• Strong attention to detail and research skills
• Excellent verbal and written communication skills
• Experience working with or within payments, financial services, fintech, AP/AR preferred
• Proven customer service and de-escalation skills, with the ability to handle challenging situations calmly and professionally.

Benefits

• Culture: We are a humble, client-first team that is focused on collaborative data-driven success.
• Speed: We move fast, love new ideas and give you the opportunity to push your limits.
• Growth: We are expanding rapidly into new markets, launching new services and creating a world-class company
• The chance to work in a fast-paced start-up environment with experienced industry leaders
• An environment where you can dive deep into the latest technologies and make a real, measurable impact
• Employee Engagement – Quarterly virtual team building activities and monthly team lunches
• Competitive salary and stock options
• Medical, dental, and vision
• Unlimited Vacation Policy
• $45,000 - $60,000

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