Customer Support Onboarding Specialist

Brankas

Brankas

Customer Service
Makati, Metro Manila, Philippines
Posted on Monday, May 13, 2024

About Us

Brankas is solving the "last mile" for Open Finance in emerging economies. Since launching in Indonesia in 2017, Brankas is now the leading Open Banking technology provider in Southeast Asia. Brankas’ technology empowers banks, fintech partners and users to build and activate real-time and secure APIs for payments, identity, transaction data, and more.

Our vision is to make modern financial services available to everyone.

Job Title: Customer Support - Onboarding Specialist

Hiring Manager: Customer Support Team Lead

Location: Philippines (Metro Manila Preferred)

The Role: The Customer Support Onboarding Specialist primarily handles operational and technical onboarding activities required for a customer to begin transacting using Brankas Payment and Data Products (Brankas Direct, Brankas Disburse, Brankas Statement). It provides critical focus on assisting customers to complete the onboarding process within a prescribed time frame.

This role will drive the following tasks

  • Perform customer KYC
  • Perform customer onboarding kick off
  • Validate Requirements needed for settlement account opening
  • Assist the customer in processing of settlement account opening and necessary follow ups with Brankas Partners
  • Assist the customer with technical integration and testing
  • Establish company wide reportings standards that help drive awareness of onboarding progress
  • Know the Internal and External key stakeholders and build a relationship as a trusted adviser in the Customer Support space
  • Increase customer satisfaction and retention by driving improvement and efficiency with the onboarding process
  • Pull in Brankas Teams as necessary during issue encountered with onboarding

KPIs:

  • Lower average onboarding time (target is to be below 30 calendar days)
  • Decrease average number of issues raised during onboarding (lower than 5 issues per customer)
  • Increase CSAT rating for onboarding
  • Maturity of Reporting Standards/Processes
    • Introduce regular reporting standards for onboarding

The Customer Support Onboarding Specialist has overall responsibility for the daily management of Customer onboarding matters and is required to maintain a close working relationship with fellow Brankas customer-facing teams such as Product Team, Sales Managers and Project Teams.

Expect to handle 5-10 parallel customer onboarding cases at any given time.

What do we look for in you: You have a proven record of successful customer support activities and are a proactive learner and creative problem solver who thrives in a fast-paced environment. Ideally comes from a background where being process oriented is key (e.g. BPO or Business Operations). You enjoy interactions that lead to ultimate customer success and satisfaction. You focus on details, particularly with communication, follow-up and documentation and you delight in exceeding customer expectations. You bring:

  • Customer orientation and focus on quality, as well as skills to interact/collaborate with customer IT and senior decision makers.
  • Customer facing experience is preferred.
  • Ability to communicate effectively with individuals at all levels, internally and externally, with appropriate discretion where required.
  • Ability to effectively influence Senior Stakeholders into completing necessary tasks
  • Ability to deliver results under pressure, work independently, and take ownership of assigned tasks (pro-active driver, results-oriented, pragmatic)
  • Excellent communication & presentation (soft) skills.
  • Enthusiast, strong work ethic and a positive attitude.
  • Business Level English language skills, written and verbal.

Role Requirements:

  • Graduate with a Bachelor’s Degree
  • 2+ years’ working experience with Customer Support or related roles.Team Leads in BPO are a plus.
  • Customer facing experience in a Services oriented technology company or consulting is highly desirable
  • Experience in working in regional / virtual teams is a plus..
  • Experience in Finance (Banking/Financials Institutions) and/or FinTech is a plus.