We are hiring for a Palo Alto - US based, Neo banking, fintech startup that offers borderless banking to global affluent customers. It helps global citizens, irrespective of where they live, gain access to a U.S. bank account. Their vision is to be the first truly global consumer bank by leveraging the latest technologies. It has partnered with Mastercard to enable global citizens to use a single app to bank and invest overseas. Company is expanding rapidly and will soon offer banking services in Canada, the United Kingdom, and Australia. Mantra is security, safety and exemplary compliance with Indian and U.S. regulations to ensure customers- finances are secure and account is FDIC-insured, i.e. backed by the U.S. Government.

Location : India, Bangalore (MONDAY TO FRIDAY- REGULAR DAY SHIFT)

Education : Bachelor's degree required. Degree in Business Administration or a related field preferred. 

Experience : 10+ years' experience in customer service 5+ years' supervisory experience

Responsibilities :

- Managing customer queries & responding

- Managing customer experience

- Coordinating between backend vendor partners.

- SWAT Team to solution

- Building internal servicing team

- Coming up with Product ideas to improve customer experience (based on customer feedback)

- Ensuring Concierge performance (tracking, monitoring, training as needed, etc.)

Required Skills :

- Banking familiarity

- Ability to solution processes

- Can handle real-time emergencies and lead RCA and solutioning.

- Experience as front-end customer service person (communicating either by phone, chat and email)

- Can build a team - hire, train, manage, motivate, evaluate, etc.

- Ability to understand tech architecture, access portals, etc.

- Strong analytical and problem-solving skills.

- Creating systemic Knowledge Management, documentation of customer feedback, tracking of customer complaints

- Knowledge of CRM systems

- Knowledge of customer communication systems

- Eager to learn new systems.

- Great communication skills - verbal, written, ability to simplify complex topics, ability to mirror customer profile with empathy, good core English skills.

- Passion about customers - extroverted, high energy, love serving customers.

- Personable and well turned out.

- Long term perspective - not looking for the next bigger, better thing.

- Ownership mindset

- Non-hierarchical mindset

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.