Customer Onboarding Expert

Jobinhalt

Worldline is the European leader in digital payments and number four worldwide, powered by over 20,000 employees in more than 50 countries. Every day, our technology provides the trusted infrastructure for millions of people and businesses around the world - and we´re just getting started. We are on an exciting journey to lead the way towards the next frontier of payments. Our ambitions are extraordinarily high, and we need the best people in the world to bring them to life – people like you.

The opportunity

About the team

As a Onboarding, you will be part of the Pre-Onboarding and Quality team, within the Customer Service organization of Worldline.

Your day-to-day responsibilities include

· Expert level (high complexity) merchant onboarding and data changes

· Quality control and measurement

· Mass onboarding and data upload

· Perform testing of new products or services onboarding, or system migration UAT according to test plans, communicate on progress

· Update Onboarding quality assurance policies and procedures with daily improvements

· Ensure the treatment of master data incoherencies and AML/KYC quality controls within KPI

· Ensure regular Average handling time measurement and process quality control with outsourced partner

· Evaluating adequacy of onboarding and master data change quality assurance standards (incl. approval process) and adapting accordingly

· Investigating customer complaints, rejects in approval-process and non-conformance issues (root cause analysis/reports/ …)

· Collecting and analyzing statistical quality data for improvement actions

· Developing, recommending and monitoring corrective and preventive actions

· Completing reports to communicate outcomes of quality activities for team managers

· Identifying training needs and organizing training interventions/briefings to meet quality standards

· Evaluating findings and implementing appropriate corrective actions

· Participating in projects for new products and services as a Merchant Onboarding representative

· Preparing trainings/briefings for internal Merchant onboarding-employees and external partners

· Create overview on IT incidents and follow-up on possible actions (communication, work-around, impact-analysis)

Who are you?

· You obtained a bachelor’s degree or equivalent by experience

· Experience in back office/administrative/customer support tasks is required

· You are fluent in English and have a very good knowledge of Dutch or French

· Proficiency in Windows, with good Excel skills, medium level Word and Power Point skills

· Familiar with CRM systems and practices

· Good verbal and written communication and interpersonal skills

· Team spirit: sharing knowledge and information with team members

· Attention to detail, accurate

· Experienced in data collection, management and analysis

· Well organized; able to handle multiple priorities; solid team player

· Ability to multi-task, prioritize, and manage time effectively

· Stress-resilient: Dealing with resistance to change/to adapt, the pressure of meeting performance targets and changing environments. Maintaining an enthusiastic and positive attitude.

· Willing to master new skills

· Service oriented, positive, Can Do attitude

· Keeping a good relationship with the internal customers: open and pro-active communication

· Demonstrate as an expert on our products and services

What Is In It For You?

· Taking part in shaping the future of payments!

· A permanent contract with strong, competitive salary package, linked to profile and experience

· Joining a company with a strong diversified and multicultural environment

· To become the best version of yourself, we put a strong emphasis on personal growth with trainings, coaching and internal mobility

Grow with us, create tomorrow

At Worldline, we are dedicated to helping our people unlock their full potential - both professionally and personally. With comprehensive training and development programs, expert communities, and global mobility programs, you will always be able to develop and grow at Worldline - wherever you want to go and whatever you want to do. We also offer flexible hours and remote working, to empower you to be your best self at work and at home. 8 in 10 Worldliners consider Worldline a friendly place to work, and 9 in 10 are satisfied with the training & development they receive.

Worldline is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or other applicable legally protected characteristics.

Learn more about life at Worldline oncareers.worldline.com