What We Do:
Brightwell is a full-service FinTech company that provides thoughtful solutions and technology for sending money around the world while managing the complex regulatory requirements surrounding those transactions. Coupling technological innovation with strategic partnerships, Brightwell offers technology for businesses and individuals to expand their own portfolio into cross-border payments (including bank transfers, mobile wallets, or cash). Providing unmatched fraud and transaction monitoring and backed by an in-house team of global payments experts, Brightwell offers options when it comes to managing and moving money around the globe.
Who We Need:
We’re searching for a Customer Support Specialist to join our crew. You will be acting as our primary contact for our cruise, maritime, and domestic payroll cardholders. As a Customer Support Specialist, you will report to the Manager of Support and will work to investigate and resolve all end-user concerns and issues at first contact or quickly determine issues that require escalation. We are a growing and energetic team building toward best-in-class, human-centered, customer service and looking for a likeminded individual to join us.
What You’ll Do:
- Take responsibility for the resolution of customer needs via email and phone communication.
- Serve as an escalation point and liaison between cardholders and the Manager of Customer Support for the product, production, and other miscellaneous issues.
- Maintain a list of current issues/enhancements until resolution; participate in as-needed status meetings with clients and stakeholders.
- Monitor the outstanding support issues for the card issuing bank, ensuring timeliness and accuracy.
- Analyze outstanding issues and/or trends to troubleshoot problems and avoid recurrence of these.
- Inform the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to completion.
- Support day-to-day cardholder maintenance and requests.
- Take on additional tasks and projects, as assigned.
Requirements
As a Customer Support Specialist, you have:
- Proficiency in Microsoft Office (including PowerPoint and Outlook)
- Ability to navigate the internet
- Excellent analytical, problem-solving skills
- Excellent written and oral communication abilities
- High level of attention to detail
- Outstanding customer service skills
We’ll give you extra credit for:
- Visa and/or MasterCard regulation knowledge
- Banking or financial services experience
- Knowledge of international wire transfers
- Debit, credit, or prepaid card experience
- Experience supporting user-facing software
- Experience working with ZenDesk
Top Skills
What We Do
Marcura is the company behind eight of the leading solutions and brands streamlining processes in the maritime industry. Our solutions include DA-Desk, PortLog, MarTrust, ShipServ, Marcura Compliance and Marcura Claims.
For over 20 years, we’ve been developing platforms that have been digitally transforming the industry. We work closely with our global customers and partners to develop solutions to everyday industry challenges, and together raise standards along the way.
Founded in 2001 on the principles of independence and transparency, we are headquartered in Dubai. Today, we have over 800 customers, making over $14bn of payments on behalf of customers every year, and employ nearly 1,000 team members across the globe – all committed to supporting the front-line of the maritime industry.
United in our vision to support maritime professionals in being the best at what they do, Marcura is pioneering new ways to transform compliance, transparency and efficiency in shipping. Building value through standardisation, data-driven decision making and integration of new technologies, Marcura is driving the era of digitisation across the seas.
