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Onboarding Executive

Vitesse PSP

Vitesse PSP

Operations
England, UK
Posted on Thursday, July 4, 2024
You will be working within the Solutions Team and 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 with experience in a customer facing role with a passion for fintech.

The candidate must 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.



Skills

  • 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


Benefits

  • 25 days Holiday per year (increasing by 1 day per years' service, up to 30 days) + Bank Holidays
  • Hybrid working arrangements - minimum 2 days in the office, Tuesday - Thursday
  • Contributory pension scheme
  • Enhanced Parental leave
  • Cycle to Work Scheme
  • Private Medical Insurance with AXA
  • Unlimited access to therapy sessions through our partner, Oliva
  • Discounted Gym membership through Gympass
  • Financial Coaching with Octopus Wealth
  • 2 days of volunteering leave per year
  • Sabbatical after 5 years' service
  • Life Assurance - MetLife (UK employees only)
  • Ongoing Learning and Development to support you reach your career goals


We are Vitesse - the payment provider of choice for the insurance and treasury industry.

Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA-regulated business providing global claim funds management and payment solutions. Operating one of the largest banking and payment settlement networks in the world, we give our customers direct access to 200 countries and currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds and deliver a superior claimant experience. Our market-leading treasury proposition provides insurers with transparency and control over their claim funds, even when delegated to third-parties, allowing them to have their money in the right place, at the right time, to make that all-important payment when customers need it most.

With over 175 employees across our London headquarters, Europe, and the US, $93m Series C funding secured, and exceeding £10bn in processed transactions, we are only just getting started.

We are collaborative, customer centric and work with integrity, whilst partnering with some of the biggest insurance leaders including Lloyd's of London and Many Pets. We take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference. As we continue to scale up, we want like-minded humans to join us on this exciting journey. Are you ready?

Vitesse at our best - our values

The Vitesse values are a true reflection of what it takes to thrive in our business, so it's important to us that any employee who joins our business is aligned with these 3 attributes

Confident Humility

We don't do ego and we know that unless we all win, none of us win. We admit when we're wrong, ask for help and always think about the wider business before ourselves.

Driven to Succeed

We see the opportunity ahead of us and we won't stop until we fulfil the potential we know we have. We hold ourselves to high standards and deliver high quality outcomes for Vitesse and our customers.

Tenacious Responsibility

We take ownership for our actions and decisions, and face into the challenges that come our way. We are committed to seeing things through to completion, even in the face of adversity.

We are an Equal Opportunity Employer We are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of Unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect.