Customer Support Executive
Vitesse PSP
Customer Service
London, UK
Posted on Wednesday, August 21, 2024
We are Vitesse - the treasury and payment partner of choice for insurance.
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.
We are on the Vitesse frontline as the key point of contact for our clients; supporting the fast movement of money to pay claims to insurance policyholders in their time of need. You will be part of a team that strives to put the customer first by meeting their needs and finding ways to improve what we do and the service we provide. Typically, you will be providing support through email or phone to resolve a range of client queries concerning use of the Vitesse platform and the transfer of funds.
We are looking for a Customer Support Executive who embodies exceptional interpersonal skills, exudes professionalism, and maintains a positive "can-do" attitude. The ideal candidate is characterised by a friendly and approachable demeanor, capable of fostering strong customer relationships. A commitment to continuous learning and development is paramount, with a mindset that views each interaction as an opportunity for growth. This role is tailored for someone eager to expand their skill set and contribute to a dynamic team environment. As a Customer Support Executive, the ability to adapt, empathize, and problem-solve will be key in ensuring a seamless and delightful customer experience.
Responsibilities:
This role sits in the Operations team at Vitesse which is at the heart of the business. Our goal within Operations is to run and improve critical and regulated processes that enable the effective running of payment and treasury services for our clients. Operations has everything in place to ensure our clients and third parties can make payment easily, effectively and to the right recipient.
The Operations team is spilt into four areas:
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.
We are on the Vitesse frontline as the key point of contact for our clients; supporting the fast movement of money to pay claims to insurance policyholders in their time of need. You will be part of a team that strives to put the customer first by meeting their needs and finding ways to improve what we do and the service we provide. Typically, you will be providing support through email or phone to resolve a range of client queries concerning use of the Vitesse platform and the transfer of funds.
We are looking for a Customer Support Executive who embodies exceptional interpersonal skills, exudes professionalism, and maintains a positive "can-do" attitude. The ideal candidate is characterised by a friendly and approachable demeanor, capable of fostering strong customer relationships. A commitment to continuous learning and development is paramount, with a mindset that views each interaction as an opportunity for growth. This role is tailored for someone eager to expand their skill set and contribute to a dynamic team environment. As a Customer Support Executive, the ability to adapt, empathize, and problem-solve will be key in ensuring a seamless and delightful customer experience.
Responsibilities:
- Resolving customer queries and complaints via phone and email.
- Taking ownership customer queries to ensure a solution.
- Identifying and implementing opportunities to improve service quality and speed.
- Regularly informing customers on progress and setting realistic expectations.
- Provide information and updates to Vitesse teams as required (e.g. acting as the voice of the client).
- Work with colleagues to develop, share and implement best practice.
This role sits in the Operations team at Vitesse which is at the heart of the business. Our goal within Operations is to run and improve critical and regulated processes that enable the effective running of payment and treasury services for our clients. Operations has everything in place to ensure our clients and third parties can make payment easily, effectively and to the right recipient.
The Operations team is spilt into four areas:
- Payments
- FX, Liquidity & Funding
- Reconciliation
- Customer Support
- Experience in a customer facing and operations role.
- Strong written and verbal communication skills
- Ability to talk to people at all levels with confidence, both internal and external stakeholders.
- Able to manage a multitude of tasks and coordinate with colleagues across the company.
- Take accountability to resolve issues with a calm and logical approach and do your utmost to resolve issues in a timely manner whilst remaining professional at all times.
- Able to demonstrate excellent attention to detail particularly for understanding a client's situation.
- Comfortable working in a FinTech / evolving / fast paced environment with changing business and customer needs; where you see ambiguity as an opportunity to develop your skills, refine the way we work and to make a difference in a growing business.
- Ability to manage customer requirements from outset to completion.
- Experience with CRM / Customer support tools (e.g. Zendesk) would be advantageous.
- 25 days Holiday per year + Bank Holidays
- Hybrid working arrangements
- Contributory pension scheme
- Enhanced Parental leave
- Cycle to Work Scheme
- Private Medical Insurance
- Access to Oliva our Mental Health Therapy partners
- Discounted Gym membership
- Life Assurance for UK employees with Met Life
- Financial Coaching with Octopus Wealth
- 2 days of volunteering leave per year
- Sabbatical after 5 years' service
- Ongoing Learning and Development to support you reach your career goals