Senior Client Services Specialist

marcuraAtlanta, Georgia, United States

On-site Full-time

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Experience Level

Senior

Qualifications

To be successful in this role, candidates should possess:Proven experience in client services or account management, preferably in the FinTech sector. Exceptional communication skills, both written and verbal, with a strong ability to build relationships. Strong problem-solving skills with a capacity for strategic thinking. Ability to manage multiple priorities in a fast-paced environment. Experience with customer support workflows and escalation processes.

About the job

About Us

At Navigator, we are a pioneering FinTech firm dedicated to offering innovative solutions for international money transfers while adeptly navigating the intricate regulatory landscape. Our partnership with Brightwell enables us to provide advanced technologies that empower businesses and individuals to expand into cross-border payments, including bank transfers, mobile wallets, and cash transactions. With our commitment to exceptional fraud prevention and transaction monitoring, supported by a dedicated team of global payment experts, we strive to deliver unparalleled options for managing and moving funds worldwide.

Your Role

We are on the lookout for a dynamic Senior Client Services Specialist to join our enthusiastic team. In this pivotal role, you will serve as the primary liaison for our valued clients, leading regular meetings and swiftly addressing their concerns. Your ability to discern when to escalate issues versus handling them directly will be essential in fostering high-touch, trust-based relationships. This is a non-sales position focused on providing exceptional service.

Key Responsibilities

Latitude Refunds

Act as the senior escalation point and strategic liaison between Brightwell, Latitude clients, and our technology provider, ensuring effective resolution of complex challenges.
Oversee Tier 1 support workflows in collaboration with the Latitude Customer Support team, ensuring timely responses to inquiries and managing high-impact issues efficiently.
Work closely with Account Managers to set meeting agendas and actively participate in client and partner status meetings, ensuring clear communication and accountability.
Proactively inform clients about new product features and initiatives, aligning our offerings with their operational needs and long-term goals.
Drive the development and continuous enhancement of Latitude product and process documentation to improve team efficiency and knowledge sharing.

Navigator Payroll

Manage the complete resolution of client needs through email and phone channels, ensuring timely and high-quality outcomes for a consistently positive client experience.
Serve as a strategic liaison between Brightwell account holders and Account Management, fostering alignment across product and operational teams.
Build and maintain strong, trust-based relationships with clients and cross-functional teams.

About marcura

Navigator is an innovative FinTech company focused on providing cutting-edge solutions for global financial transactions. By combining technology with strategic partnerships, we empower clients to navigate complex regulatory environments and enhance their cross-border payment capabilities.

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Senior Client Services Specialist

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