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Form3 Financial Cloud
,
London, Greater London
Senior Operations & Customer Experience Analyst (COps)
Overview
Job Description
ABOUT US Form3 is a disruptive FinTech startup on a mission to make payments easier, faster and cheaper for our clients. Our customers range from FinTechs, challenger banks, e-commerce gateways and card providers, through to traditional banks that are trying to reinvent themselves. LIFE AT FORM3 We're an open, diverse and friendly bunch who believe everyone has a voice. Our team is a mixture of banking experts, techies, artists, marketers, and customer advocates.Here atForm3 you'll get the opportunity to be part of our rapidly scaling business, with some of the brightest talents in tech and payments, working in one of the highest growth sectors and the hottest location for paymentsFinTech in the world. WHAT WE ARE LOOKING FOR We're looking for an energetic, switched-on and organised individual with a passion for innovation to join our team as a Senior Operations & Customer Experience Analyst. Candidates would ideally have 4+ years commercial experience in a fast-paced environment within the payments or financial services sectors. As this is a customer-centric role, candidates will need to have worked closely with large financial institutions and/or high-growth FinTechs whilst also ideally having acquired knowledge of the following payment schemes along the way; BACS, CHAPS, Faster Payments, SEPA, SWIFT. JOB OVERVIEW As a Senior Operations & Customer Experience Analyst at FORM3 you will act as the first point of contact for our customers, taking ownership of these relationships, responding to queries and providing support when required to ensure that our customer experience remains industry leading. On top of this, here are a list of the other responsibilities associated with the role; * Hosting periodic service reviews for customers. * Managing partner and provider communications on a day-to-day basis to ensure our service is operating effectively. * Providing workshops and training for onboarding customers to prepare them for their move into a live service model. * Creating, maintaining and improving internal operational processes that are essential in supporting the company's day-to-day running. * Documenting internal processes for the wider company to refer to as well as customer facing documentation. * Own and manage all systems used within Operations function. * Incident management (on call requirement). SKILLS * Attention to detail. * Analytical - review and challenge processes, then find solutions. * Project management - ability to own and deliver a project, sometimes multiple at once, such as taking our customer into our live service model and creating internal processes from scratch. * Effective communication - essential when explaining complex processes internally and externally via a variety of communicatory tools. This is part of delivering the best in class customer service. * Behaviours - working within a fast-paced FinTech requires drive and organisation as you'll be managing many tasks at once. Applicants should also be inspiring and offer support to the team around them. BENEFITS You'll get the opportunity to be part of a rapidly scaling FinTech company, working alongside some of the brightest talents in tech and payments Competitive Salary 30 days holiday (plusBank Holidays) Flexible hours/Remote working Company Bonus Scheme Pension Contribution Team Events An incredible team to work alongside A strong and clear company culture EQUAL OPPORTUNITIES At Form3 we embrace equal opportunity and are committed to building a diverse team of exceptional individuals. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status and it is our strong belief that the more inclusive we are as a business, the better our work will be.