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. You will run reports, provide an excellent standard of service, and provide expert business knowledge also. Full training is provided. To succeed in this role, the successful candidate will have a strong background within a customer contact environment. The candidate will have proven experience working with high volume calls and paperwork and who can adopt a positive approach to challenging situations.
All applications will be treated in strict confidence.
Responsibilities:
· Answering customer queries over email helpdesk.
· Achieve and maintain service to a performance standard: average handling time, resolution, and customer satisfaction.
· Providing a high level of customer service to customers, working with them to resolve their queries.
· Reviewing customer bank verification documentation and ensuring complete records are obtained in accordance with MiFinity practices and processes.
· Reporting issues to line manager to investigate and prevent further issues re-occurring.
· Customer Retention
· Handling 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 that you comply with the industry regulations in line with business requirements.
· Collating information from the customers into daily/weekly reports
· Ad hoc duties if and when required.
The ideal Candidate will have:
· At 2 years+ Customer Service experience within a financial services environment (desirable but not essential)
· Native or fluent in Polish, German or Italian represents a major advantage, but not a must
· Willingness to work weekends and on a rota / shift pattern style schedule
· Ability to multi-task and prioritise.
· Strong team spirit with a passion and drive to help users and to 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 can 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 are essential.
· 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 in 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.