Customer Relations

SmartFi is currently comprised of 40+ financial and technology professionals and we expect by the end of this year to approach a team of 100. SmartFi has engaged in over $1 billion in loans and financial transactions so far. This is just the beginning.

Critical to our growth strategy is scaling the Customer Empowerment team. This team will help customers successfully use our online financial tools. As a member of this team, the Customer Empowerment Manager will be responsible for thriving in a culture of customer service excellence.

The ideal candidates must have prior experience in the following areas;

• Customer relationship management skills, excellent written and verbal communication, prioritizing problem solving and providing answers to customer related questions, giving instructions, follow through etc.
• Working in collaboration with leadership to monitor, control, and continuously improve service standards
• Supporting and/or participating in the building and scaling of large, global client support operations

OBJECTIVES

• Become proficient in the current series of support tools, including ZenDesk, SmartFi proprietary software and multiple third party service solutions involving KYC/AML, and payment processing
• Become familiar with the company's compliance policies in order to better assist the client in responding to their questions
• Provide highest standard of customer care through all aspects of the Customer Empowerment function (i.e. Response and Resolution Times, Client Satisfaction, etc.)
• Provide dynamic teamwork: efficiently and effectively assist other Customer Empowerment team members to ensure overall team success in Client Satisfaction.

EXPERIENCE

Dynamic: Understand what it means to move fast, pivot with change, collaborate cross functionally and bring people together towards a common goal

• Candidate to have at least 2 years of professional experience in the following;
  • Customer relationship management, take ownership of service tickets and resolution of customer needs. Answer customer queries and complaints in a positive and timely manner, problem solving, updating customer information, and working with management to Empower Customers.
  • Computer Software
  • KYC/AML Compliance
  • Banking or financial services experience preferred

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