Nium

Analyst/Senior Analyst - Customer Experience

Posted 10 Days Ago

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Mumbai, Maharashtra

Hybrid

Mid level

Blockchain • Fintech • Payments • Cryptocurrency

The Role

The Analyst/Senior Analyst-Customer Experience role involves ensuring smooth international remittance services, resolving customer queries via chat and email, and improving customer experience through feedback and problem analysis.

Summary Generated by Built In

Nium, the Leader in Real-Time Global Payments

Nium, the leading global infrastructure for real-time cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders. Its payout network supports 100 currencies and spans 190+ countries, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 40 markets. Nium's growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore.

About the Role:

At Nium, customer obsession is at our core. As an Analyst/ Senior Analyst- Customer Experience, you will be on the front line ensuring smooth, transparent, and cost-effective international remittance services for our retail and business customers. Your role will be critical in creating customer delight and building long-lasting trust

Key Responsibilities:

Interact with customers via Chat and Email, handle occasional Outbound Calls when necessary.
Respond promptly to customer queries and follow up where required.
Gather and evaluate information to resolve product and service-related issues.
Provide accurate product and service information, coordinating with internal and external teams to resolve problems.
Handle complaints by analyzing root causes, providing optimal solutions, and ensuring follow-up until resolution.
Perform customer verification as required.
Organize workflow to achieve departmental objectives.
Share feedback on process efficiency and recommend ideas for improving customer experience.

Requirements:

Bachelor’s degree with min 2-3 years of experience in Chat, Email, or Voice processes within financial services.
International experience – interacted with customers both in and outside India.
Strong empathy and a customer-first mindset.
Ability to prioritize, organize, and execute tasks with minimal supervision.
Excellent spoken and written English.
Hands-on experience with MS Office tools.
Comfortable working in rotational shifts (24x7x365) with 12 flexible leaves annually (no fixed public holidays).
Behavioral competencies - customer advocate, confident, go-getter, inquisitive, comfortable with technology, team player, flexible and looks for improvements.
Preferred - working knowledge of Payments and Cards.

What we offer at Nium

We Value Performance: Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.

We Care for Our Employees: The wellness of Nium’ers is our #1 priority. We offer medical coverage along with 24/7 employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible working hybrid working environment (3 days per week in the office).

We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend.

We Celebrate Together: We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!

We Thrive with Diversity: Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.

For more detailed region specific benefits : https://www.nium.com/careers#careers-perks

For more information visit www.nium.com

Depending on your location, certain laws may regulate the way Nium manages the data of candidates. By submitting your job application, you are agreeing and acknowledging that you have read and understand our Candidate Privacy Notice located at www.nium.com/privacy/candidate-privacy-notice.

Top Skills

MS Office

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The Company

713 Employees

Year Founded: 2015

What We Do

Nium is an advanced payments platform redefining the way consumers and businesses send, spend, and receive funds across borders. Nium’s goal is to make the movement of money seamless through being a universal plug for financial services. The company uses agile, elegant, and modular solutions for complex business problems. Be it an Individual, new-age digital bank, or a traditional industry behemoth, Nium prides itself on creating financial infrastructure for every level of sophistication.

Nium’s key solutions:
• Pay-ins
• Pay-outs
• Card issuance
• Banking-as-a-service
• Crypto-as-a-service

We are a global leader in B2B modern money movement
• Launched the world’s first global platform for crypto-as-a-service
• $280M Funding
• Series D
• $2B Valuation
o 130+M End customers
o 190+ Payout markets
o 100+ Supported currencies
• Named on CB Insight’s Fintech 250 List
• Financial Times’ List of Asia-Pacific High-Growth Companies 2021
• Fintech Employer of the Year’ at the 2021 Singapore Fintech Festival
• Best B2B Payment Platform’ at the 2021 Future Digital Awards

Why Work With Us

We, at Nium, are on a mission to transform modern money movement. We are driven by our co-created values of "seek the simple", "make it better" and "win it together".
These aren't just buzzwords; they're how we do business every day and owned by each and every employee at Nium. We create new rules and new possibilities for a world of open money.