Operations Coordinator, Trustpair
€30-33k
More information about location
Third-party risk management platform
Open for applications
Third-party risk management platform
21-100 employees
Open for applications
€30-33k
More information about location
21-100 employees
Company mission
To reinvent B2B payment security.
Role
Who you are
- Minimum 2 years of professional experience in a structured environment (e.g. Operations, BPO, Project management, Analytics...)
- Good analytical skills, using data to make performance-driven decisions, and operational skills to be able to optimise the digital tools used
- Excellent interpersonal skills and empathy to communicate efficiently with various stakeholders: your colleagues, the outsourcing partner’s agents and team leaders, the third-parties
- Strong problem-solving mindset and a proactive approach
- Ability to work in a fast paced scale-up environment and to manage your workload and projects efficiently
- Fluent in English (French is a plus)
What the job involves
- Trustpair is searching for an Operations Coordinator to join our Complementary Checks Team
- Situated within our Ops Department, our Complementary Checks Team work to collect and process third-party data to verify payment information and detect possible risks of fraud, with the overall goal of ensuring that Trustpair's confirmation rate for account validation increases
- As an Operations Coordinator you will work on the contact part of the process, which consists in engaging with vendors via phone or email to validate their banking coordinates. This specific activity has been outsourced with a BPO partner located in Portugal, consisting of a team of multi-lingual contact agents
- Internally, you will work with the Complementary Checks team manager Léa, to design and implement the most effective contact processes, while monitoring the daily activity of our external partner’s team in Lisbon, composed of 10+ calling agents and 2 team leaders
- You'll coordinate the tasks assignation and tools settings depending on the volumes of cases to process, the priorities defined and the agents’ skills
- You'll optimise the different digital tools used by the contact agents in order to improve their efficiency
- Implement the new features released and investigate and/or escalate technical issues faced by the agents
- Analyse data to monitor the team’s performance alongside our the partner, to measure common KPIs
- Along with the partner, define operational excellence subjects, consolidate learnings and organise feedback sessions to coach the agents
- Perform quality assessment sessions on sensitive cases yourself
- Handle the agents reports and help solving blocking situations
- Maintain clear and updated documentation regarding the reference processes
- Collaborate closely with the other Complementary Checks teams, as well as Sales & Customer Success to ensure customer satisfaction
- Be the go-to expert on the contact-related knowledge and share it with other teams at Trustpair
Application process
- We usually respond within three days
- First call with Aicha, Talent Acquisition (30 mins)
- Experience Interview with Léa, Operations Manager (45 mins)
- Case Study on site with Léa and Michaël (1h)
- Coffee fit with your future colleagues (30 mins)
- Final interview with Cyrille, VP Operations (30 mins)
Our take
Founded in 2017, Trustpair was conceived to solve the B2B payment fraud issue for large corporations by offering a SaaS platform that allows finance teams to control the accuracy of their third-party data.
The founders were appalled by the idea that companies could cumulatively lose billions each year because of B2B payment fraud. In fact, in 2021, French companies lost €70M due to transfer fraud. It is perhaps unsurprising therefore that the company has been able accrue many large corporate clients who use the platform daily.
Founded in Paris, successful funding has enabled the company to secure its market-leading position in France. It has also invested capital into accelerating the expansion of international markets in Europe as well as penetrating the United States.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2022
$20.6m
EARLY VC
Jan 2022
$5.2m
EARLY VC
Total funding: $31.1m
Company benefits
- Health Insurance plan
- 401k plan
- 4 weeks of paid annual leave
- Great Work & Life Balance
- Scale-up Phase with Career Opportunities
- Fun Rituals Every Months
- Annual Seminar somewhere in France
Company values
- We have each others’s back - We make sure everyone feels good and valued. Before making any decision, we think about what the impact on the people around would be. We go above and beyond to help people around us whenever we can
- We commit to each other - People can count on each other when needed, in easy or more complex situations. We commit to the company, to our projects and to the team around us. We succeed through collaboration
- We explore new paths to find the right one - We love to read, gather new ideas and experiment with new technologies and methods. We observe, understand and create: 3 things found in an adventure. If the solution does not exist, we create it ourselves
- We move forward with persistence - When we start something, we see it through. Rigor and discipline is our key to success. We challenge the status quo, again and again
- We speak our minds honestly and respectfully - We say what we mean, and we mean what we say. When we’re not aligned with decisions, we are open about it. We share feedback respectfully to keep improving
Company HQ
Grange aux Belles, Paris, France
Leadership
Baptiste Collot
(Founder & CEO)Previously served as Front-office Treasurer for Bouygues, Cost Controller for DHL and as a Junior Consultant for DHL.
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