The opportunity

We are seeking a proactive individual with exceptional attention to detail and a continuous improvement mindset to fill the role of Customer Operations Analyst in our dynamic fintech environment. This hybrid role will report to the Head of Customer Operations.

A typical day in the role can involve a variety of activities, from supporting customers, processing complex, high value payments & managing safeguarding controls of funds. All of this comes through collaboration with our Customer Operations Team & other Cross Functional Teams across the business.

What you’ll be doing

• Project managing large corporate payment deals end-to-end. Ensuring the customer is provided with the highest level of customer care throughout.

• Help to build and evolve effective and efficient processes to support scalable Customer Operations, identifying gaps or inefficiencies in processes and work with colleagues to make improvements continually looking for ways to improve.

• Deliver successful data capture for projects and payment instructions – attention to detail to ensure transactions are accurate and compliant.

• Follow communication procedures, guidelines and policies, maintaining accurate records of customer interactions and escalate issues where required.

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.

• Provide Senior Coverage and Support: Offer support and mentorship to team members, championing best practices, contributing to the team workload by collaborating with other team members to ensure all processes are covered during staff absences.

• Ensure we provide an excellent customer service by responding to calls and emails in a prompt and efficient manner – ensuring all correspondence and/or calls from customer and partners are responded to within agreed timescales.

• Utilise Data and Analytics: Track key performance metrics and make data-driven decisions; regularly report on performance to senior management.

• Handle Complex Customer Issues: Ensure timely resolution and customer satisfaction by coordinating with other departments to address systemic issues.

• Ensure Compliance: Maintain compliance with policies, regulations, and quality standards in all customer operations processes.

• Leverage advanced Excel and automation tools to improve reporting, data capture, and operational workflows; build and maintain spreadsheets, dashboards, and automated processes that reduce manual effort, improve accuracy, and support scalable Customer Operations.
  

What we're looking for in you

• Previous experience in Payments and Customer Operations and building business relationships.

• Must have previous experience in a legal and/or payments industry and understand the customer experience.

• Project management experience is desired.

• You enjoy investigating problems, getting to the root cause and working with others in order to fix them.

• You must be passionate about great customer and user experience and thrive working as part of a fast paced and highly collaborative team
  

Our Promise: Shieldpay is an equal opportunities employer. For Shieldpay building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. We offer flexible working options, such as flexible hours and hybrid work, to support our employees' work-life balance

Team

Commercial

Locations

London

Remote status

Hybrid

Employment type

Full-time

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