Customer Support Officer

Are you looking for a role where your work can have an impact on Canadian small businesses? Are you excited about fintech? Join our team Merchant Growth is one of Canada’s leading fintech providers of credit to small businesses. We are building products that provide convenient & accessible financing to business owners across Canada daily

Our mission is to bring the most convenient & accessible financing experience to Canadian businesses. We care about growing capable teams with creative and collaborative people. We are a team with diverse backgrounds, skill sets, and experiences and share a well-established track record of driving business innovation.

If you’re looking to join a company poised for significant growth over the next few years, where you’ll immediately impact the business and team, this is the perfect role for you You’d also get the opportunity to work with and learn from some of our experienced leaders with a track record of success and impacting rapid organizational growth.

**THE ROLE**:
**YOU ARE**:

- a bilingual (French/English), high-performing and motivated individual
- an excellent communicator
- someone with excellent attention to detail
- able to stay calm under pressure

**WHAT YOU WILL DO**:
**Post-Funding/Ensuring smooth handoff from Underwriting to the Support Team**:

- Registering PPSAs after initial funding.
- Assigning macros for newly funded merchants.
- Fielding inquiries relating to the Merchant Advance Insurance Plan and Business Protection Insurance.
- Collecting, digitizing, and organizing insurance documents and updating the database/lead accordingly.
- Ensuring internal and external content is up to date and current with policies

**Daily Account Maintenance/Administration**:

- Draft payout letters, account statements, demand letters, and balance confirmation letters.
- Renewing, amending, and discharging PPSA registrations
- Update bank account information.
- Reset client portal login information.
- Initiate and maintain payment plans.
- Maintaining the Payout Tracker
- Completing daily reports related to delinquent accounts and/or change in payment frequencies
- Working closely with our Collections team

**General Support Team Administration**:

- Updating and creating content for the Support Team training manual and Merchant Handbook/Knowledge Base
- Developing protocol for and updating systems for new Support team member onboarding (Help Scout, Google Docs, Any. do, workflows, etc.)
- Field incoming broker inquiries.
- Administering payment and renewal holds where appropriate
- Assisting Customer Experience Manager with both day-to-day general and periodic wide-scope tasks as needed.
- Organize, enter details, and save documents into Salesforce to assess a company's financial situation

**Additional Responsibilities**:

- Organize, enter details, and save documents into Salesforce to assess a company's financial situation

**WHAT YOU WILL ALREADY HAVE**:

- Attention to detail and highly resourceful.
- Comfortable in a busy operation and able to remain calm under pressure.
- Comfortable working independently as well as within a team.
- Strong communication skills.
- High level of computer literacy, Intermediate to Advanced skill level in Microsoft Excel.

**WHAT WE OFFER**:

- A remote workplace with an option to work in the office
- Competitive Salary
- Comprehensive Group Health Benefits (Life, AD&D, Extended Health & Dental and Travel Insurance)
- Company-wide Lunch and Learns
- Monthly Team Events
- A Collaborative Team Environment
- On-site Fitness Facility
- Education and Learning Benefits
- Flexible Work Schedule
- A team that makes things happen