Customer Management Specialist

About Windcave:

Founded in 1999 in New Zealand, Windcave has consistently led the way in the innovation of payment technology. Today, our global footprint extends across 40+ countries, supported by a dedicated team of over 400+ experts. We process billions of transactions annually, providing businesses with a comprehensive payment solution through a single
provider.

Our approach continuously sets new industry benchmarks and reflects our commitment to leading the market with self-developed, cutting-edge technologies. We support a wide range of industries, including retail, finance, hospitality, and more, with operations all over the globe.

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 positive customer experience.

Key Responsibilities

• Manage the end-to-end merchant onboarding process, working closely with merchants, Sales, Compliance, and other relevant stakeholders to ensure timely and seamless delivery.
• Ensure all required merchant documentation, including AML/KYC information, is collected and accurately processed for application assessment.
• Coordinate all internal correspondence and cross-functional communications through the team to support efficient case progression and issue resolution.
• Process merchant account maintenance requests and update account information within the system.
• Manage change-of-ownership requests and device cancellations to ensure system records remain accurate and up to date.
• Investigate and resolve merchant service queries by liaising with internal teams and delivering a high standard of support.
• Build and maintain strong relationships with merchants and internal stakeholders to deliver excellent service and enhance the overall merchant experience.

Experience/ Skills required:

• Bachelor's degree in a similar field.
• An accounting certificate/qualification would be an advantage.
• 1–3 years of proven experience in banking, credit, merchant services, or a similar role.
• Previous customer service experience, preferably within a financial services environment.
• Sound understanding of payment card products and services, and how they align with merchant needs.
• Proficient in using Microsoft Office tools, including Excel, Word, and PowerPoint, to support a variety of tasks.
• Strong analytical and problem-solving skills, with the ability to identify trends, patterns, and process issues effectively.
• Excellent verbal and written communication skills, with the ability to convey ideas and feedback clearly and professionally.
• Proven ability to build strong collaborative relationships across cross-functional teams and stakeholders.
• Highly organised, with strong prioritisation skills and the ability to manage multiple tasks while meeting tight deadlines.

Benefits:

• Hybrid work option (3 days work from office; 2 days work from home)
• Competitive remuneration package
• Career Development and long-term career opportunity
• Diverse, energetic and friendly team environment
• Discounted health insurance (depending upon eligibility)
• Benefits include Medical, Dental, Vision, Life, and a matching 401K

Windcave is an Equal Opportunity Employer and committed to building a diverse workforce.

Salary is $63,000 USD / Annum