Senior Onboarding Executive

at  Vitesse PSP

Joining our Solutions Team and reporting into the Onboarding Manager & Solutions Lead you will be responsible for the setup and ongoing support of Vitesse products and services within our clients systems and their daily payment processes. This includes prompt and diligent customer service, whilst working internally to resolve points of friction.

Responsibilities:

• Become a Vitesse Product expert and use this deep understanding to support clients in their set-up and use of our platform to deliver them a first class payment service.
• Assist with any usage enquiries and make adjustments and corrections to client solution configurations where required.
• Ensure client accounts are established correctly and added to the system in a timely manner. This will include enabling new and existing client users to have the appropriate system access and authorities.
• When required demonstrate the platform to clients and provide hands-on training to their teams on optimal usage.
• Assisting customer support in relation to operational matters.
• Handle customer escalations, questions, and complaints across a variety of support channels.
• Adherence to response time SLAs, seeking opportunities to improve quality and speed
• Ad-Hoc tasks to service the varying needs of our clients

REQUIREMENTS

This role would suit someone who is looking for an entry level role, you might be a recent graduate or looking to get stuck into your first role within a fast-growing fintech.

You’ll be a self-starter and have a resilient mindset with a customer-centric approach. Any experience with the use of CRM tools or customer support tools would be advantageous.

• Experience in a customer facing or operations role
• Comfortable interacting with a diverse customer base
• Proficient in excel, word & outlook
• Background in Financial Services, with Payments experience desired but not essential
• Attention to detail and accuracy
• Sense of urgency
• Strong analytical and organisational skills
• Used to working in a fast-paced environment
• Confidence to work independently but also as part of the wider serving team
• Demonstrable problem analysis and solving skills

• Become a Vitesse Product expert and use this deep understanding to support clients in their set-up and use of our platform to deliver them a first class payment service.
• Assist with any usage enquiries and make adjustments and corrections to client solution configurations where required.
• Ensure client accounts are established correctly and added to the system in a timely manner. This will include enabling new and existing client users to have the appropriate system access and authorities.
• When required demonstrate the platform to clients and provide hands-on training to their teams on optimal usage.
• Assisting customer support in relation to operational matters.
• Handle customer escalations, questions, and complaints across a variety of support channels.
• Adherence to response time SLAs, seeking opportunities to improve quality and speed
• Ad-Hoc tasks to service the varying needs of our client