A customer experience and onboarding specialist is responsible for keeping track of customer journeys, interacting with customers across channels and platforms.

Responsibilities

• To provide exceptional service to existing and potential Customers.

• Triage tickets accurately to ensure queries are addressed in a timely manner.

• Answer cases within SLA

• Works hand in hand with CX Manager to ensure all cases and escalations are action and resolved in time.

• Handling Customer onboarding activities

• Liaise with the Sales, Integrations and Risk and Compliance teams to action onboarding tasks timely.

• Ensure to send the necessary documents in a timely manner.

• Track and record all documents received.

• Process Management

• Ensure all processes are documented, accurate and updated

• Ensure new and existing policies are aligned with the Company’s policies

• Variability:

• The responsibilities within this Job Description may vary in line with changing business and operational requirements.

Required Qualifications

• Exceptional interpersonal skills and a client-centred approach.

• Great organizational and time management abilities.

• Superb communication, collaboration, and problem-solving skills.

• Extensive experience in gathering and interpreting customer experience information.

• At least 1 year of experience in Financial Services

• At least 1 year of experience in Customer Support

• Knowledge of payment services is an advantage

• Knowledge of onboarding clients is an advantage