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.
