Customer Management Specialist (Onboarding)

The Company

Windcave is a global leader in payment technology, offering a unified platform that consolidates all payment solutions into a seamless ecosystem. Operation in 42 countries with offices in 13 locations, we process billions of transactions annually, providing businesses with a comprehensive payment solution through a single provider. Our team of over 450 professionals supports more than 57,000 merchant locations globally, driving innovation and ensuring scalability in a fast-paced, tech-driven environment. Join us to shape the future of global payments and experience the cutting edge of financial technology. 

Position Objective 

The role of the Customer Management Specialist is to oversee the onboarding, change of ownership, and cancellation processes for Windcave merchant services customers, while also providing ongoing support to ensure a positive customer experience.

Key Responsibilities

• Facilitate the onboarding process by working closely with merchants, sales, and all relevant stakeholders.
• Ensure all required documents are collected from merchants and that all internal correspondence is coordinated by the CMU team.
• Manage the end-to-end merchant onboarding process in a timely manner, collaborating with cross-functional teams as needed.
• Handle cancellations when devices are returned by merchants, and ensure associated services are properly deactivated.
• Update merchant details (e.g., statement lists, contact information) on Payline as requested by merchants.
• Manage the change of ownership process for outgoing and incoming merchants, liaising with the sales and acquiring product teams where necessary.
• Work with the Compliance team to obtain AML/KYC information for application processing.
• Coordinate with the Technical Support team to resolve customer queries.
• Provide excellent customer service and foster strong relationships by investigating and resolving queries related to merchant services.
  

What We’re Looking For

• Bachelor's degree in similar field.
• An accounting certificate/qualification would be an advantage.
  
• 1-3 years of proven experience in a banking credit/merchant services or relevant role
• Previous customer service experience
• Proficient in using Microsoft Office tools, including Excel, Word, and PowerPoint, to support a variety of tasks.
• Skilled in analysing data, identifying patterns, and solving problems effectively.
• Quick to learn and adapt to new concepts, particularly in cards, payments, and fintech environments.
• Understands payment card products and services and how they align with customer needs.
• Has a foundational understanding of sales principles, including identifying customer needs and recommending appropriate solutions.
• Communicates ideas and feedback clearly and effectively through both verbal and written channels.
• Builds strong, collaborative relationships across cross-functional teams.
• Responds promptly and professionally to customer inquiries via phone and email to ensure satisfaction.
• Highly organized, with strong task prioritization skills and the ability to meet tight deadlines efficiently.
  

Why Windcave 

We are one of the leading player in the Fin-Tech industry, but more than that, we are a brilliant place to work. Our Team is at the center of what we do. As such, we constantly look for ways to make you comfortable and support your wellbeing and development. We offer career development opportunities and a vast room for progression in your role or the opportunity to diverge into other roles in the future if you so wish. 

Culture and Benefits:

• Competitive base salary 
  
• Team building social activities throughout the year 
  
• Unlimited daily support of snacks and beverages when you work from the office 
• Pension plan 
• Excellent internal progression opportunities
• Performance based rewards 
• Hybrid working - 3 days a week in the office (Monday, Tuesday and Friday)

Diversity and Inclusion 

We recognise the importance of equal representation and believe that there is a place for everyone at Windcave. We actively seek to ensure that candidates and employees of difference race, gender, sexual orientation and religion are given room to shine. 

Recruitment Process 

We review applications on an individual basis. If you seem like a good fit, we will arrange an initial phone call. If the initial call was a success we will settle on a date and time that works for you best and invite you for a virtual interview. If successful you will be invited into our office to meet the team, this is an opportunity for you to see if you would love to work with us and for us to see if you could become a part of the team. We value open and honest conversations and are committed to making you feel as comfortable as can be throughout the entire process. 

If you are looking for an exciting career with an organisation that is experiencing tremendous growth and offers enormous career development opportunities, then we invite you to join us!