Member Success Agent

About XTM XTM is one of Canada's disruptive fintech leaders focused on creating alternative, innovative payment solutions helping businesses and service workers disseminate and access Earned Wages and Gratuities.   Our AnyDay Solution, consisting of a mobile app and wallet paired with a Visa or Mastercard debit card, is used by thousands of restaurants, bars, and salons across Canada and the United States.   We continue to grow at a fast pace and we are looking for passionate and talented go-getters that can help us with our vision of becoming the global leader in automated payments and efficiencies within the hospitality and personal care space. About the Role We are currently looking for an enthusiastic Member Success Agent to join our Member Success Team This is a part time role with the weekly schedule being Thursday - Sunday 10am -6pm EST.   XTM's Member Success team is dedicated to delivering top-class services to our cardholders. Part of our unique value proposition is that our Member Success team works out of our headquarters and very closely with our Operations, Client Services, IT and Finance teams. This means our Member Success team is agile, involved, and able to efficiently respond to cardholder needs.   As Member Success Coordinator, you will report into the Member Success Manager and be part of the voice and ears of the company. You will work alongside our outsourced Member Service team to manage all Canadian and US cardholder escalations, investigations, disputes, and reconciliation. You will work closely with IT to resolve any technical issues and be proactive in submitting tickets to better the cardholder experience. You will not only help our cardholders with any issues that arise, but also learn from their feedback. Your insights will be key in ensuring a positive end user experience and your valued feedback will be shared with the company as we continue to improve the services we offer.   To be successful in this role, you should have knowledge and/or experience in payment services and analyzing transactional data, be bilingual in French and English (both written and verbal) and have strong customer service skills.   What You'll Be Doing

1. Assisting cardholders through phone, email, and chat channels, including cardholders in PST and MST time zones.
2. Managing tickets within our customer service platform (Freshdesk).
3. Working through customer service escalations.
4. Filing and following up on transaction disputes with our processor until resolved.
5. Assisting cardholder's after-hours with urgent escalations.
6. Delivering outstanding service by solving customer issues efficiently and effectively with empathy and in accordance with company policies and procedures.
7. Developing customer loyalty and satisfaction through effective communication.
8. Reporting and escalating all identified pain points and customer feedback.
9. Identifying areas of improvement relating to customer experience.
10. Reviewing card loads and transaction data to provide accurate account clarification.
11. Supporting client system migration.
12. Troubleshooting and escalating issues with IT based on cardholder concerns.
13. Weekly quality assurance reviews of our outsourced customer support team.

What You Bring to the Table

1. 2+ years experience in customer success.
2. A background or knowledge in the payment industry.
3. Strong written and verbal communication skills.
4. Strong analytical skills.
5. Comfortable working with numbers.
6. Advanced knowledge of Microsoft Office (including Word and Excel).
7. Ability to work independently and within a team.
8. Ability to think critically and apply logical problem-solving skills to resolve issues.
9. Punctual, energetic, composed, proactive, good listener, and high integrity.

You'll Get Bonus Points For

1. Fully bilingual (French and English) written and spoken.
2. Previous experience as a customer success coordinator.
3. Knowledge of customer service management systems.
4. Experience with submitting IT tickets.

What It's Like to Work With Us Headquartered in Toronto's bustling Liberty Village, our team is filled with passionate individuals from diverse professional backgrounds. We have a solution based, positive, and collaborative culture where our team is empowered to achieve excellence and grow as professionals.   At XTM, you'll be working with industry-leading technology that changes the way people access their earnings. It's a serious mission, but trust us, you'll have fun Our entrepreneurial environment allows employees to have a real impact and find fulfillment in their work. Come build your career with us by tackling new challenges and gaining experience, all while shaping the future of the neo banking space.   What We Offer

1. Advancement opportunities
2. Competitive wages
3. A chance to work with a winning team
4. Fun and supportive atmosphere
5. Hybrid/remote working

Equity, Diversity, and Inclusion At XTM, we value the unique skills, experiences, and perspectives that each individual brings to the team. A diverse workforce is key to our continued success and we are committed to building and maintaining an inclusive environment where all employees feel valued, respected, and empowered.   XTM is an equal opportunity employer under the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) and we welcome applications from all qualified candidates. It is our policy to select the most qualified applicants for open roles based solely on the basis of their skills, knowledge, and experience, and we do not discriminate against applicants on the basis of any protected ground.   Accessibility and Accommodations XTM welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. If you are contacted for an interview, please let us know of any accommodations you require and we will work with you to meet your needs.   Note to Applicants As a fintech company, XTM is responsible for highly sensitive information. Please note that any job offer will be conditional upon the completion of a satisfactory background check, including, but not limited to, criminal, credit, and/or employment reference checks. We thank all candidates for their interest, however, only those selected for an interview will be contacted.

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