Customer Success Officer (Fintech)

TL;DR

Customer Success Officer (Fintech): Driving merchant retention and customer satisfaction through rate reviews and cross-selling with an accent on payment industry expertise and relationship management. Focus on optimizing customer experience, managing credit risks, and ensuring regulatory compliance with KYC/AML laws.

Location: Onsite in Santa Venera, Malta

Company

Global provider of payment technology and commerce solutions.

What you will do

• Serve as the primary point of contact for merchants to build and maintain strong long-term relationships.
• Drive merchant retention by proactively offering products and guidance to improve turnover.
• Address merchant queries and resolve complaints in a prompt and professional manner.
• Provide rate offers based on internal pricing policies and analyze credit and operating risks.
• Collaborate as a catalyst between merchants and the business to provide feedback for product improvements.
• Ensure full compliance with internal policies, card association rules, and Maltese KYC/AML/TF regulations.

Requirements

• Strong sales and negotiation skills at both internal and external levels.
• High level of verbal and written communication in English and Maltese.
• In-depth knowledge of the card payment industry, including technology, regulation, and trends.
• Proficiency in MS Word and Excel.
• Solid time management and planning abilities.

Nice to have

• 1+ years of experience in a similar position.

Culture & Benefits

• Private Health Insurance and employee life insurance.
• Additional leave days beyond the legal minimum.
• Monthly lunches provided in the office.