Fintech Client Service Advisor

Responsibilities

• Act a 1st line of support with customers and third-party providers on a daily basis, leading every aspect of onboarding 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.
• Coordinate customer onboarding, requests, and assist customers with account setup, configuration, and updates by working hand in hand with sales, product and IT teams.
• Improve processes and best practices within the function.
• Define/validate and implement procedures and processes of the function, based on 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 interactions and transactions.
• Create Service Delivery Report on 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 as finance, business, or technology is preferred.
• Strong knowledge of financial technology and the fintech industry, with the ability to understand and explain technical concepts to both technical audiences and C‑level executives.
• Open Banking knowledge would be considered an asset.
• 3 to 5 years of experience in client care/support in a technology‑intensive department, preferably in the financial sector.
• Analytical and problem‑solving skills , with great attention to detail.
• Outstanding verbal and written communication – fluent in French and English; additional languages considered an asset.
• Autonomous, flexible, enthusiastic, and a team player.
• Strong organizational skills and ability to coordinate and manage multiple tasks and activities simultaneously .
• Customer satisfaction and quality oriented .
• Comfortable within a start‑up environment, with demonstrated entrepreneurial spirit .
• Comfortable with new technologies such as API, coding, AI, etc.