Job Description

Job Title: Customer Support Executive (6-month contract)

Department: Operations

Reports to: Head of Operations

Location: Isle Of Man

Our client is an eWallet app spearheading innovation in payment technology. They

specialise in providing the perfect eWallet solution in 185 countries, for now more

than 1,000,000 customers.

They bring together a team of tenacious thought-leaders, re-imagining the business

model of payment services and pushing the boundaries and capabilities of a

payment app.

With people in the Isle of Man, UK, Spain and Costa Rica, Malta and Lithuania their

team is multicultural, and their workspace is a place for creativity, change, innovation

and collaboration. They employ people who think outside the box, share ideas

without restrictions, take pride in supporting the wider team, and are not afraid to ask

questions.

The Role

The Customer Operations team are looking for a Customer Operations

Executive to join them.

As part of the next planned phase of growth for the company, They are looking for

someone to assist customers through different communications channels in their

languages of proficiency and other languages with the help of translation tools and

existing content. They will provide customer support proactively and reactively to

ensure the continued and smooth operation of the business, by guiding customers

and troubleshooting the use of the app, features and services as well as monitoring

for potential fraud and run proper customer verification processes.

• Are you a great communicator, but also assertive, courteous, and kind?

• Do you have a passion for problem solving, investigating, and helping

customers?

• Would you say you have a strong work ethic, are honest, and have a sense of

confidentiality?

• Can you work as part of a team, contribute, cooperate, and create synergy?

• Would you describe yourself as a fast learner, a self-solver, and a good

decision maker?

• Do you like change and are you able to adapt quickly to changes, handle

interruptions and work under pressure?

• Ability to focus and remain focused in a repetitive or changing task for long

periods?

Key Tasks

• Review, investigate, and answer tickets to assist customers in the use of the

firm’s app, features, and services

• Run proper screening and verification of identity proactively and reactively

• Review transactions, identify patterns, assess risk and take appropriate action

• Process withdrawals, transfers and complete any pending transactions after

proper review

• Handling system and transaction alerts per company’s guidelines and current

instructions

• Proactively and reactively handling chargebacks, returns (and the respective

investigation and disputes) as well as any reversed transactions

• Identify and report any suspicious activity, potential money laundering, or

terrorist funding activities per company policies to our MLRO

• Liaise with third party providers, suppliers, merchants, or payment processors

on behalf of our customers and the business

• Assist with internal translations and content updates as needed

• Ad-hoc projects or tasks within operations or for teams as assigned by the

Head of Operations.

Experience required:

• Proficient in English and another language, to be either Spanish, Italian or German

• At least 2 years of customer service experience

• Proven experience with the use of Microsoft Office products

• Excellent computer skills & great typing skills

Experience Desired:

• Proficiency in English and one of the above three languages

• Knowledge and experience in online payments and fraud prevention (eCommerce,

mCommerce)

• Knowledge and experience with global document verification, KYC and AML/CFT

procedures

• Content management experience (template and policy/procedure creation, editing and

translation)

Remuneration:

• A highly competitive salary

• BUPA Health Insurance for you and your Spouse/Dependents up to the age of 18

• BUPA Dental Insurance for you and your Spouse/Dependents up to the age of 18

• Aviva Pension

• 25 Days annual leave + all bank holidays

• 1 extra day annual leave for your birthday

• Access to Employee Assistance Programme

• Social and Celebration Events

• Charity and Social Committee