Onboarding Consultant
About The Position
FISPAN Services Inc. (FISPAN) is an Enterprise SaaS FinTech company that allows banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred ERP / accounting platform. Founded in 2016 and headquartered in downtown Vancouver, FISPAN is on a mission to create the best product in the FinTech industry and fundamentally change the way that companies bank. Being the market leader in ERP Banking, we work with the world’s Tier 1 banks with assets exceeding $3T, including J.P. Morgan Chase, Wells Fargo, TD and Bank of Montreal. We are looking for dynamic and passionate individuals to join our high performance team and contribute to our rapid growth and exciting journey.
Requirements
- Two years experience in a customer or client facing role. (i.e. Customer Success)
- Strong aptitude with an ability to learn new technologies quickly
- Excellent written and verbal English proficiency
- Self-motivated, confident, competitive, detailed-oriented, and big appetite for high achievement
- Available to work flexible hours/shifts (as early as 5am PST), including on-call and Canadian statutory holidays
- Superb customer service skills
- Interested in technology and how money gets from point A to Point B.
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
Nice To Haves
- Experience with implementing SaaS or similar products for large enterprise users is a bonus
- A second language not necessary but is an asset
Responsibilities
- Provide exceptional customer service experience by providing support for new FISPAN users in the implementation of FISPAN’s products
- Develop strong and trusted relationships with customers throughout the implementation project
- Become the technical subject matter expert (SME) for FISPAN’s products and services
- Effectively and proactively troubleshoot errors occurring during the customer onboarding process
- Respond to all internal and external stakeholder questions and concerns with a high level of professionalism
- Collaborate with other departments, including Product, Development, DevOps, and Management, to build customer feedback loops and drive constant improvement.
- Document customer communications and recurring technical issues to support product quality programs and product development
- Contribute to Support Knowledge Base Articles and FAQ’s
- Contribute to customer success initiatives when needed
- Support more advanced initiatives such as Bank Success Ownership (BSO after 4-6 months, etc.)
Benefits
- Semi-annual bonus plan
- Best-in-Class Equipment: The most modern MacBook and Apple equipment.
- Prime Location: Our downtown Vancouver office offers coastal views and access to the building fitness center.
- Flexibility: Generous benefits, including a family leave top-up program and our Work-From-Anywhere policy.
- Fully stocked cupboards
- Weekly catered team lunches
- Daily JJ Bean coffee runs
- Support of career development
- Wellbeing
- Personal growth
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs
- Leadership series
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
