Customer Operations Analyst

The Opportunity

We are seeking a proactive individual with exceptional attention to detail and a continuous improvement mindset to fill the role of Customer Operations Analyst in our dynamic fintech environment. This hybrid role will report to the Head of Customer Operations.

What you'll be doing

A typical day in the role can involve a variety of activities, from supporting customers, processing complex, high value payments & managing safeguarding controls of funds. All of this comes through collaboration with our Customer Operations Team & other Cross Functional Teams across the business.

Activities include:

1. Ensuring seamless end-to-end operational experiences for customers, managing day-to-day queries including communication via Telephone, Virtual Meetings, Email and Face to Face.
2. Collaborating with internal teams such as Compliance, Financial Crime Operations, Sales & our Product and Technology Teams to optimise processes and ensure compliance with regulatory requirements.
3. Identifying gaps or inefficiencies in processes related to both customer operations and transaction execution and driving initiatives for improvement.
4. Handling customer interactions, including complaints, with a focus on prompt resolution and exceptional service delivery.
5. Managing the safeguarding controls for client money protections, ensuring compliance with regulatory responsibilities.
6. Developing and maintaining robust process documentation, including escalation procedures, to support efficient operations and mitigate risks.
7. Building strong relationships with internal and external stakeholders, including technology providers, to leverage tools and solutions for process automation and scalability.
8. Continuously assessing risks to keep both Shieldpay and our customers safe.

What we're looking for in you

1. A passion for delivering outstanding customer experiences and collaborating to ensure the best outcome for both our Customers and Shieldpay.
2. Previous experience in customer service and payment processing - preferably within the legal and/or payments industry.
3. Strong communication skills and the ability to collaborate effectively in a fast paced, often high-pressured environment.
4. A desire to help improve processes and transform experiences through identifying inefficiencies and creating solutions.
5. High attention to detail and a meticulous approach to ensuring accuracy and compliance.
6. An understanding of the importance of working in a highly controlled and regulated environment, with a focus on continuous learning and skill development.
7. Having an interest to be a part of the Shieldpay Journey, where we bring together banking/finance, technology, and process optimisation to support the Legal Industry & potentially other industries as we expand.

Our promise

Shieldpay is an equal opportunities employer. For Shieldpay, building a fair and transparent workforce begins with the recruitment process that does not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.