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- Tasks: Join our Client Services team to manage customer queries and provide top-notch service.
- Company: MiFinity is a leading fintech company offering innovative payment solutions globally.
- Benefits: Enjoy a flexible work environment with full training and opportunities for growth.
- Why this job: Be part of a dynamic team in a start-up culture that values innovation and collaboration.
- Qualifications: 2+ years in customer service preferred; fluency in Polish, German, or Italian is a bonus.
- Other info: Weekend shifts may be required; ideal for those who thrive in fast-paced settings.
The predicted salary is between 30000 - 42000 £ per year.
About us: MiFinity is a dynamic, licensed, and regulated fintech leader offering cost-effective, end-to-end payment solutions for businesses, merchants, and consumers. With over 20 years of experience in online payments, we have built a highly secure technology platform and a growing global network of financial and banking partners. Our core service, the MiFinity eWallet, enables seamless money transfers worldwide through our extensive bank network and local payment options. As we continue to expand across multiple global verticals, we foster a collaborative, inclusive work environment while maintaining a start-up culture that values flexibility, autonomy, and innovation across all of our offices in Dublin, Malta, and Belfast.
About the role: We are looking for an experienced Customer Service Assistant to join our Client Services team in Belfast.
You will be working in a small but highly successful team to achieve targets and provide the best standard of service to both internal and external stakeholders. You will manage a variety of customer scenarios. You will run reports, provide an excellent standard of service, and provide expert business knowledge also. Full training is provided.To succeed in this role, the successful candidate will have a strong background within a customer contact environment. The candidate will have proven experience working with high volume calls and paperwork and who can adopt a positive approach to challenging situations.
All applications will be treated in strict confidence.
Responsibilities:
· Answering customer queries over email helpdesk.
· Achieve and maintain service to a performance standard: average handling time, resolution, and customer satisfaction.
· Providing a high level of customer service to customers, working with them to resolve their queries.
· Reviewing customer bank verification documentation and ensuring complete records are obtained in accordance with MiFinity practices and processes.
· Reporting issues to line manager to investigate and prevent further issues re-occurring.
· Customer Retention
· Handling customer complaints in a professional and amiable way, in line with procedures
· Deal courteously and effectively with enquiries or requests from customers and clients.
· Process customer/client information in accordance with processes and procedures
· Ensure that you comply with the industry regulations in line with business requirements.
· Collating information from the customers into daily/weekly reports
· Ad hoc duties if and when required.
The ideal Candidate will have:
· At 2 years+ Customer Service experience within a financial services environment (desirable but not essential)
· Native or fluent in Polish, German or Italian represents a major advantage, but not a must
· Willingness to work weekends and on a rota / shift pattern style schedule
· Ability to multi-task and prioritise.
· Strong team spirit with a passion and drive to help users and to deliver the best customer experience.
· Ability to address customer requests with effective solutions and a positive attitude on emails/calls/chat.
· Proactive problem-solving experience.
· Empathetic and can communicate in a caring and friendly manner.
· Ability to work with systems you may not have come across before
· Excellent verbal and written communication skills are essential.
· Enjoy working in a fast-paced environment.
· Adaptable, receptive to feedback and eager to learn new things.
· Keen attention to detail ensuring no errors in content.
· Experience in working towards targets/KPI’s is preferred.
· Self-starter, can easily adapt to change (new functionality, changing policies)
· Flexible and adaptable
· Additional languages would be a plus.
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Client Services Analyst employer: Mifinity
Contact Detail:
Mifinity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Analyst
✨Tip Number 1
Familiarise yourself with MiFinity's services and the fintech industry. Understanding their eWallet system and payment solutions will help you engage in meaningful conversations during interviews and demonstrate your genuine interest in the company.
✨Tip Number 2
Highlight your customer service experience, especially in high-pressure environments. Be prepared to share specific examples of how you've successfully handled challenging customer interactions, as this role requires a strong ability to manage various customer scenarios.
✨Tip Number 3
Showcase your problem-solving skills by discussing past experiences where you've proactively resolved issues. This will illustrate your ability to think on your feet and adapt to changing situations, which is crucial for the Client Services Analyst role.
✨Tip Number 4
If you speak any additional languages, make sure to mention them! Being fluent in Polish, German, or Italian can set you apart from other candidates and align with MiFinity's diverse customer base.
We think you need these skills to ace Client Services Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in a financial services environment. Emphasise any achievements related to customer satisfaction and handling high volumes of queries.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to handle challenging situations. Mention specific examples from your past experiences that demonstrate your problem-solving skills and adaptability.
Highlight Language Skills: If you speak Polish, German, or Italian, be sure to mention this prominently in your application. These language skills can set you apart from other candidates and show your ability to communicate with a diverse customer base.
Showcase Your Team Spirit: In your application, convey your ability to work well in a team and your enthusiasm for contributing to a collaborative work environment. Provide examples of how you've successfully worked with others to achieve targets or resolve customer issues.
How to prepare for a job interview at Mifinity
✨Showcase Your Customer Service Skills
Make sure to highlight your experience in customer service, especially in high-volume environments. Prepare examples of how you've successfully handled challenging situations and resolved customer queries effectively.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've proactively solved problems for customers. This role values a positive approach to challenges, so share stories that illustrate your ability to think on your feet.
✨Familiarise Yourself with MiFinity's Services
Research MiFinity and its eWallet services before the interview. Understanding their offerings and the fintech landscape will show your genuine interest in the company and help you answer questions more effectively.
✨Prepare for Role-Play Scenarios
Since the role involves handling customer complaints and queries, practice role-playing scenarios where you respond to difficult customer interactions. This will help you feel more confident during the interview and demonstrate your communication skills.
