About us
MiFinity is a dynamic, licensed, and regulated fintech leader offering cost-effective, end-to-end payment solutions for businesses, merchants, and consumers. With over 20 years of experience in online payments, we have built a highly secure technology platform and a growing global network of financial and banking partners. Our core service, the MiFinity eWallet, enables seamless money transfers worldwide through our extensive bank network and local payment options. As we continue to expand across multiple global verticals, we foster a collaborative, inclusive work environment while maintaining a start-up culture that values flexibility, autonomy, and innovation across all of our offices in Dublin, Malta, and Belfast.
About the role
We are looking for an experienced Customer Service Assistant to join our Client Services team in Belfast. You will be working in a small but highly successful team to achieve targets and provide the best standard of service to both internal and external stakeholders. You will manage a variety of customer scenarios, run reports, provide an excellent standard of service, and provide expert business knowledge. Full training is provided.
Responsibilities
* Achieve and maintain service to a performance standard: average handling time, resolution, and customer satisfaction.
* Provide a high level of customer service, working with customers to resolve their queries.
* Review customer bank verification documentation and ensure complete records are obtained in accordance with MiFinity practices and processes.
* Report issues to line manager to investigate and prevent further issues from re-occurring.
* Handle customer complaints in a professional and amiable way, in line with procedures.
* Deal courteously and effectively with enquiries or requests from customers and clients.
* Process customer/client information in accordance with processes and procedures.
* Ensure compliance with industry regulations in line with business requirements.
* Collate information from the customers into daily/weekly reports.
* Perform ad hoc duties as required.
Ideal Candidate
* 2+ years of Customer Service experience within a financial services environment (desirable but not essential).
* Native or fluent in Polish, German or Italian is a major advantage.
* Willingness to work weekends and on a rota/shift pattern style schedule.
* Ability to multi-task and prioritise.
* Strong team spirit with passion to help users and deliver the best customer experience.
* Ability to address customer requests with effective solutions and a positive attitude on emails/calls/chat.
* Proactive problem-solving experience.
* Empathetic and communicate in a caring and friendly manner.
* Ability to work with systems you may not have come across before.
* Excellent verbal and written communication skills.
* Enjoy working in a fast-paced environment.
* Adaptable, receptive to feedback and eager to learn new things.
* Keen attention to detail ensuring no errors in content.
* Experience working towards targets/KPI’s is preferred.
* Self-starter, can easily adapt to change (new functionality, changing policies).
* Flexible and adaptable.
* Additional languages would be a plus.
Employment Type
Full-time
Seniority Level
Associate
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