Customer Success Specialist, Fnality International

• Experience in Customer Relations from the Financial Sector
• Basic understanding of global payments rails (e.g., SWIFT), clearing landscape and platforms
• Excellent customer service relationship and service management skills as standard
• Confident in dispute resolution, either internally or externally, informally, or formally
• Analytical mindset, methodical and organised and providing excellent co-ordination, and communication
• Strong communication skills in all forms (written, verbal and listening), and negotiation skills. Establish trusting relationships to maintain open communication, with the ability to quickly understand stakeholder needs and define and ensure the implementation of corresponding actions
• Excellent organisation and time management skills. A highly effective multi-tasker with the ability to manage competing priorities
• Ability to anticipate and identify potential risks, limitations as well as opportunities related to customers and the wider ecosystem
• Pragmatic and flexible attitude to adopt new approaches and techniques, both personally and for the team

Desirable

• This role is fundamental to the success of the Fnality UK payment system as we scale operations for our world first DLT payment system
• Our culture is fast-moving, so we’re looking for someone who is super organised and confident using technology, along with having laser focus whilst balancing multiple priorities
• Reporting into the Head of Participant Management for Fnality UK, the Customer Success Specialist plays a critical role in supporting the management of Fnality UK’s customers and business partners
• The successful candidate will ensure a successful partnership with our customers and partners, whilst also supporting the smooth operation of our customer journey, within risk and regulatory requirements
• Manage the entire customer lifecycle; customer engagement, ensuring their needs and requirements are known being met, and being the point of contact for any queries, requests, and issues
• Guide and support customers through the Participant Assurance process, assessing their compliance and suitability with requirements and making respective risk-led decisions on access to the system
• Support the wider Participant Management team in customer and partner related issue resolution, change and transformation projects
• Responsible for the end-to-end monitoring and documentation of customers’ performance against agreed service levels, user expectations and rule book adherence
• Analysis of customer risks and issues, determining criticality and impact, and applying mitigation
• Act as a key member of the Participant Management and Fnality UK team to improve processes and procedures aimed at successfully managing customers whilst ensuring compliance with regulatory requirements
• Understand and collaboratively contribute to delivering the organisations' business strategy, outcomes, and success criteria
• The main outcomes of the role are:
• Build and maintain trusted relationships with customers (financial institutions) and business partners
• Provide excellent customer experience and satisfaction scores
• Successfully manage all customer and partner related risks directly within Fnality UK and the wider ecosystem
• Drive customer and partner related transformation and change projects
• Drive awareness of and share expertise of customer management, assurance, and risk to the Fnality UK team