Customer Onboarder Payments Software
7 days ago
** Please note this role can be based remotely and is an initial 12 month FTC with potential to be made perm**
Join the Access Family and see how we make software ideas become a reality
Our core value of Love work, Love life' has been central to our success and so we're looking for people to join us who share our passion for making things better every day, to help us become a UK top 10 Software company driven through adoption of the AccessWorkspace platform.
Are you ready for the challenge?
What are we all about?
At Access we love software and how technology never stays the same. It's this obsession that drives us to work closely across sectors to understand the business needs of our customers - from professional services to manufacturing to not for profits and more.
We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business. That's why over 2 million users and over 55,000 organisations rely on Access solutions to help their organisation thrive.
About you:
You are excited about working for a best in class, fast growing payments business.
You will have a background in the Payments industry (Card processing and/or DD).
You are passionate about proactive customer service and have the desire to help your customers by giving them a best-in-class experience
Day-to-day, you will:
Onboard new customers, ensuring the customer is correctly setup on the right product, and managing their onboarding experience from the start through to go live and fully transacting on our system. This could be Direct Debit, Direct Credit, SEPA, Card Acceptanceand Open Banking setup.
- Managing project backlog to successful conclusions to meet agreed onboarding SLA
- Be proactive in managing the relationship with customers to ensure they have a positive experience contributing to NPS target of +63.
- Taking responsibility of own product knowledge development to support your ability to Onboard
- Production of high-quality collateral including video tutorials and training documentation
- Continual improvement of processes to ensure our service develops on an ongoing basis and to optimise the customer touchpoints
- Liaise with the risk and technical operations teams to ensure all customers are correctly setup and documented in our system.
- Managing new customers following their initial Onboarding for the first 3 months or on Direct debit first 3 payments until they are ready to be transferred over the Customer Success
- Handover to BAU Customer Success
- Working on migration projects to enable customers from other parts of our business to be successfully migrated over onto Access Paysuite
- Responsible for Bulk Changes and migrations from other competitors to us, or Bulk change out of us to a competitor. This requires liaison with multiple agencies including banks, BACS and businesses. You will be completing formal documentation, preparing datafiles for system import, running test files.
As a well-rounded OnBoarding Consultant your Skills and Experiences likely include:
- A passion for delivering high quality customer service
- Analytical and problem-solving skills
- The ability to plan, prioritize and work on several projects at once
- The ability to work autonomously and as part of a team with effective communication skills, actual and virtual
- Highly productive and self-motivated
- High level of research capacity
- Being very comfortable with spreadsheets and manipulating data, together with being numerate.
- Having a strong attention to detail and being exceptional at double checking work to ensure accuracy.
What does Access offer you?
We are a growing software company and we deliver on what we say we do We take the development of our people very seriously We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension, and healthcare you will get:
- A Competitive Salary
- Giving Back/Charity days
- Quarterly Socials
- 6 weeks Sabbaticals (after 6 years of service)
- The Access Group Big Break: our all-expenses paid holiday to Spain
Become part of our amazing Access family
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