The Onboarding & Billing Support Specialist is responsible for working directly with customers and internal employees to answer questions and resolve issues while maintaining a high level of customer service throughout all communications.
We are looking for a professional with a strong will and desire to be customer focused and engage in providing an excellent customer journey to all users by dealing with complaints and payment escalations.
WHAT WILL YOU DO:
Evaluate, review and approve KYC documents sent in by customers and use your expertise to establish affordability and legal funding when handling documents such as source of wealth and/or source of funds to mitigate AML risks or proceeds of crime;
Ensure that all tasks performed are in line with the set processes and procedures related to anti-money laundering and KYC flows;
Analyse and process payments accurately and in a timely manner via different payment methods offered;
Investigate and resolve issues related to money transfers, including reconciliation of transactions, missing deposits and missing withdrawals;
Provide invoice copies, statements, and payment details to customers in a timely, efficient and accurate manner;
Perform risk assessment of new/current users throughout their customer journey and generated by the current Risk framework and perform verifications when appropriate;
Evaluate and identify suspicious behavior as well as independently report suspicious transactions under the supervision of the Payments and Risk Manager;
Actively participate in improving internal procedures and processes linked to Risk, Fraud, Payments and AML;
Assist Customer Support with escalated queries related to Risk and Payments.
WHAT WE EXPECT FROM YOU:
Bachelor’s Degree, ideally in communications or other business-related fields (preferred);
Fluency in English;
2-3 years working in Customer Support, preferably related to billing/onboarding clients;
Strong problem-solving, organization and communication skills;
Ability to empathize with customers and offer confidence;
Ability to prioritize and get things done with many distractions;
Excellent written and verbal communication skills;
Strong attention to detail;
Analytical problem-solving mindset;
Knowledge of Microsoft Office and practice management systems.
WOULD BE AN ASSET IF YOU HAVE:
Intellectual curiosity combined with outstanding analytical skills;
Passion for the customer data;
Strong experience in technology related support;
Experience with subscription-based products, e-commerce or online payments in general;
Knowledge in control/risk, Compliance (AML/KYC);
A good understanding of payment processes (cards & alternative payment methods).
Minutizer is a multicultural, multi product and brand, 5 years old startup. We are a fintech company with 3 major products sold B2B2C and B2C under multiple brand serving multiple industries from telemedicine, isoteric, adult entertainment and fitness. We work remotely from 3 cities in Romania, 1 in Finland, 1 in The Netherlands and 4 in LATAM. We are a team of 22 people, the majority being in Bucharest at Tech Hub. Minutizer is a self-funded Romanian startup with global focus. We designed and operate the only pay-per-minute billing system focused on Skype. We now have offices in Romania, Finland and Mexico. We're growing fast and we have even bigger goals. Minutizer now has 5 products launched and running. These products helped us to be present in a multitude of industries, like Telehealth, Entertainment, Sporting, Psychic and Media.
Minutizer is the Paypal for time. is the P2P pay-per-minute for live online interactions. Pay-per-minute plugin for Skype video/audio calls and for yor personal Phone calls. We bring the payment where real human interaction already happens on Instant Messaging applications like Skype and GSM and soon on ooVoo, Yahoo! Messenger & AIM. We developed a system that allows the customer to pay-per-minute for the time and knowledge provided by a service provider on a video/audio call on IMs like Skype, ooVoo, Yahoo! IM, AIM etc.