Client Services Coordinator
Client Services Coordinator
Posted on :
24-05-2025
Employer Active
1 Vacancy
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Job Description
About XTM/QRails
XTM and QRails are trailblazers in the fintech sector revolutionizing neo-banking for businesses and service workers in the hospitality staffing and personal care industries. Our AnyDay solution featuring a free mobile app and a Visa or Mastercard debit card with complimentary banking services is trusted by thousands of restaurants salons and staff across Canada and the United States. We are transforming financial wellness for employees and their families through our cutting-edge platform. Our technology provides a significant competitive edge swiftly establishing us as a market leader in earned wage access solutions.
As we continue to expand rapidly we seek passionate and talented individuals to join us in our mission to become the global leader in automated payments and efficiency solutions within the hospitality and personal care sectors.
About the Role
The Onboarding and Client Services Coordinator plays a critical role in ensuring a smooth and positive experience for new and existing clients guiding them through the onboarding process and managing ongoing customer service needs. This position serves as the primary point of contact for clients during the onboarding phase ensuring they are properly set up with our services or products and continuing to assist them with any questions issues or support throughout their journey with us.
Reporting to the Sr. Client Success Manager Canada the Onboarding and Client Services Coordinator will help manage client relationships by responding to investigating and resolving inquiries that come through from clients regarding setup payouts client portal cardholders funding etc. The CSOC will work with IT to resolve any technical issues and will be proactive in submitting tickets to better the client experience.
As this is a hybrid role the successful candidate will be based in the GTA and will be expected to come into our head office at least 2-3 days a week.
What Youll Be Doing
Client Onboarding:
- Office Presence & Inventory Tracking: Be available for card pickups track deliveries and manage packaging and labeling supplies notifying the team when replacements are needed.
- Client Communication & Support: Handle client inquiries via email and phone regarding onboarding guiding them through setup account integration and effective use of services/products.
- Onboarding Process Coordination: Oversee the entire onboarding process working with internal teams to meet client needs and ensure a smooth transition to our services.
- Training and Documentation: Conduct client training sessions or demos review invoices for accuracy and collaborate with Accounts Receivable to resolve discrepancies.
- Process Improvement: Identify ways to improve and scale the onboarding process for efficiency.
Client Services & Support:
- Client Support: Provide outstanding service via phone and email to resolve client issues with empathy including urgent after-hours support for clients in different time zones.
- Ticket Management: Update and maintain Freshdesk tickets with accurate details escalate major issues and inform Client Services Managers about any emerging ticket trends.
- Issue Resolution: Collaborate with Finance on funding requests troubleshoot with IT as needed and manage escalations to ensure complete client satisfaction.
- Post-Onboarding Client Relations: Support client inquiries after onboarding coordinating with internal teams to provide timely solutions and maintaining ongoing client communication.
- Continuous Improvement: Track client feedback and collaborate with internal teams to enhance the onboarding and customer service experience.
What You Bring to the Table
- High School diploma or equivalency.
- At least 3 years experience in a client success onboarding or support role ideally within the fintech space.
- Strong written and verbal communication skills.
- Strong analytic and multi-tasking skills.
- Comfortable working with numbers.
- Advanced knowledge of Microsoft Office (including Word and Excel).
- Ability to work independently and within a team.
- Ability to think critically and apply logical problem-solving skills to resolve issues.
- Punctual energetic composed proactive good listener and high integrity.
- Confidence in bringing new ideas and concepts to an environment where structure processes and culture are emerging and evolving over time.
Youll Get Bonus Points For
- A background or knowledge in the payment and/or hospitality industry.
- Experience with submitting IT tickets.
What Its Like to Work With Us
Our team is filled with passionate individuals from diverse professional backgrounds. We have a solution based positive and collaborative culture where our team is empowered to achieve excellence and grow as professionals.
Youll be working with industry-leading technology that changes the way people access their earnings. Its a serious mission but trust us youll have fun! Our entrepreneurial environment allows employees to have a real impact and find fulfillment in their work. Come build your career with us by tackling new challenges and gaining experience all while shaping the future of the neo banking space.
What We Offer
- Generous paid time off
- Comprehensive health benefits
- Advancement opportunities
- Competitive wages
- A chance to work with a winning team
- Fun and supportive atmosphere
- Annual bonus based on KPI achievement
- Hybrid/remote working
- Stock Option Plan participation
Equity Diversity and Inclusion
At XTM we value the unique skills experiences and perspectives that each individual brings to the team. A diverse workforce is key to our continued success and we are committed to building and maintaining an inclusive environment where all employees feel valued respected and empowered.
XTM is an equal opportunity employer under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) and we welcome applications from all qualified candidates. It is our policy to select the most qualified applicants for open roles based solely on the basis of their skills knowledge and experience and we do not discriminate against applicants on the basis of any protected ground.
Accessibility and Accommodations
XTM welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you are contacted for an interview please let us know of any accommodations you require and we will work with you to meet your needs.
Note to Applicants
As a fintech company XTM is responsible for highly sensitive information. Please note that any job offer will be conditional upon the completion of a satisfactory background check including but not limited to criminal credit and/or employment reference checks. We thank all candidates for their interest however only those selected for an interview will be contacted.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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