Senior Support Analyst – FinTech Expert
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Job Location:
Amsterdam - Netherlands
Monthly Salary:
Not Disclosed
Posted on:
12 hours ago
Vacancies:
1 Vacancy
Job Summary
As we scale our payments capabilities were hiring a knowledgeable and proactive FinTech Expert to join our Customer Support team. You will contribute as a frontline expert for payment operations help design and run robust support processes support highstakes escalations and collaborate with Product Compliance Legal Engineering and Data through launches onboarding and migrations. Youll help us build from the ground up while maintaining high customer satisfaction and minimizing risk.
RESPONSIBILITIES
Provide expertlevel support for payments topics such as payment failures or delays transfers and balances topups and redemptions reconciliation and reporting and outcomes of compliance processes
Contribute to documentation around policies procedures run-books communication templates and SLA tracking for payments support flows and help ensure responses align with complaintshandling expectations and legal timelines
Assist in planning and executing onboarding and migration support including hypercare windows; help monitor early transaction/settlement batches to surface breakage (e.g. format/descriptor changes) and support proactive customer communications
Monitor incoming queries and complaints to identify and escalate patterns indicative of potential major incidents
Work closely with Compliance/Legal to ensure compliance with internal policies and procedures
Collaborate on training materials and sessions on payments workflows escalation paths regulatory sensitivities and help maintain internal knowledge base materials
Collaborate with Product/Engineering/Data to advocate for the tooling and data visibility needed within Mews to resolve issues
Support hypercare after product launches and contribute to readiness for spikes in support volume
Contribute to a controlled scalable operating model that supports steady growth without compromising on governance or customer experience
REQUIRED SKILLS
35 years in payments support/operations within FinTech PSP/acquiring banking or licensed payments environments with exposure to support processes
Strong understanding of payment flows crossborder transactions reconciliation and disputes/chargebacks
The ability to distinguish product/technical issues from process/compliance issues
Experience contributing to policies and procedures improving support processes and identifying patterns that indicate systemic issues
Proven ability to handle sensitive customer communications
Excellent written and verbal communication skills in English (additional languages are a plus)
Ability to explain complex concepts to non-technical users
Customer-first mindset with strong communication and interpersonal skills
Fluent in English (additional languages a plus)
Role Competencies
PRODUCT KNOWLEDGE & DOMAIN EXPERTISE
Demonstrating proficiency in both product and technical facets of the role leveraging these competencies to excel. Showing increasing levels of proficiency across the product suite and/or in the specialized knowledge pertinent to your area(s) of expertise. Committing to enhancing expertise within the domain to drive productivity gains.
CUSTOMER CENTRICITY
Ensuring every customer enjoys an exceptional experience throughout their journey with Mews. This involves fostering trust instilling confidence offering clear communication and anticipating their needs.
PROBLEM SOLVING
The ability to work in an orderly and methodological fashion to solve problems. Problem-solving involves gathering relevant data discerning crucial aspects and proposing effective solutions. Employing rigorous methods to address complex issues and uncovering hidden challenges. Recognizing when to seek guidance from others and sharing insights collaboratively. Adaptable to ambiguity and adept at finding practical compromises to achieve desired results.
COMMUNICATION
The ability to use language to enhance outcomes by facilitating the sharing and gathering of information exchanging ideas and openly exploring diverse perspectives. This involves integrating emotional intelligence tailored to the specific individuals audiences and situations involved.
DRIVE
Having both the capability and the drive to actively pursue and take ownership of outcomes regardless of whether they are positive or negative. This involves a readiness to accept responsibility for the consequences of ones actions to learn from both successes and setbacks and to persist in the face of challenges with resilience and determination. It involves embracing accountability for the results achieved recognizing them as opportunities for growth and improvement and demonstrating a commitment to continuous development and self-reflection.
Required Experience:
Senior IC
Key Skills
- IT Experience
- Problem Management
- Desktop Support
- Citrix
- Mobile Devices
- Windows
- Customer Support
- Help Desk
- Operating Systems
- Technical Support
- Troubleshooting
- Application Support
About Company
Cloud-native, Mews PMS is an innovative hospitality management system that enables automation to boost revenue and empowers remarkable guest experiences.
