Customer Support Officer-(Bilingual: French/English)

Are you looking for a role where your work can have an impact on Canadian small businesses? Are you excited about fintech? Join our team! Merchant Growth is one of Canada’s leading fintech providers of credit to small businesses. We are building products that provide convenient & accessible financing to business owners across Canada daily!

Our mission is to bring the most convenient & accessible financing experience to Canadian businesses. We care about growing capable teams with creative and collaborative people. We are a team with diverse backgrounds, skill sets, and experiences and share a well-established track record of driving business innovation.

If you’re looking to join a company poised for significant growth over the next few years, where you’ll immediately impact the business and team, this is the perfect role for you! You’d also get the opportunity to work with and learn from some of our experienced leaders with a track record of success and impacting rapid organizational growth.

THE ROLE:

Our people are our greatest asset. You’ll become a part of a diverse community that acknowledges everyone’s unique talents and empowers them to do what is right and do it well. As a bilingual (French) Customer Support Officer, you will be working with a driven group of client advocates who are always working to make the client experience better. They handle all client inquiries during the post-funding stage. The Support Team’s office space is not only a hub for calls and emails but also a supportive space to share solutions and ideas. The successful candidate will be responsible for handling most of the administrative tasks in the Support Team.

YOU ARE:

• a bilingual (French/English), high-performing and motivated individual
• an excellent communicator
• someone with excellent attention to detail
• able to stay calm under pressure

WHAT YOU WILL DO:

Post-Funding/Ensuring smooth handoff from Underwriting to the Support Team:

• Registering PPSAs after initial funding.
• Assigning macros for newly funded merchants.
• Fielding inquiries relating to the Merchant Advance Insurance Plan and Business Protection Insurance.
• Collecting, digitizing, and organizing insurance documents and updating the database/lead accordingly.
• Ensuring internal and external content is up to date and current with policies

Daily Account Maintenance/Administration:

• Draft payout letters, account statements, demand letters, and balance confirmation letters.
• Renewing, amending, and discharging PPSA registrations
• Track payouts and apply manual and discretionary payments to reconcile accounts.
• Update bank account information.
• Update client email and other client information as needed (CRM maintenance).
• Reset client portal login information.
• Initiate and maintain payment plans.
• Closing fully paid accounts and sending fully paid emails.
• Maintaining the Payout Tracker
• Completing daily reports related to delinquent accounts and/or change in payment frequencies
• Working closely with our Collections team

General Support Team Administration:

• Updating and creating content for the Support Team training manual and Merchant Handbook/Knowledge Base
• Developing protocol for and updating systems for new Support team member onboarding (Help Scout, Google Docs, Any. do, workflows, etc.)
• Field incoming customer service inquiries via phone, email, and chat.
• Field incoming broker inquiries.
• Administering payment and renewal holds where appropriate
• Assisting Customer Experience Manager with both day-to-day general and periodic wide-scope tasks as needed.
• Assisting the Originations team with processing applications as needed
• Review applications from prospective clients by performing various checks and follow up with opportunities needing attention
• Organize, enter details, and save documents into Salesforce to assess a company’s financial situation
• Prioritize incoming requests from Partners based on pre-determined criteria (reading & replying to emails, creating internal notes, and confirming eligibility)

Additional Responsibilities:

• Assisting the Originations team with processing applications as needed
• Review applications from prospective clients by performing various checks and follow up with opportunities needing attention
• Organize, enter details, and save documents into Salesforce to assess a company’s financial situation
• Prioritize incoming requests from Partners based on pre-determined criteria (reading & replying to emails, creating internal notes, and confirming eligibility)

WHAT YOU WILL ALREADY HAVE:

• 2+ years of sales or customer service experience (telephone, email, online chat).
• Attention to detail and highly resourceful.
• Comfortable in a busy operation and able to remain calm under pressure.
• Comfortable working independently as well as within a team.
• Strong communication skills.
• High level of computer literacy, Intermediate to Advanced skill level in Microsoft Excel.
• Bilingual in English and French is an asset (preference will be given to French-speaking candidates)

WHAT WE OFFER:

• An exciting position with Canada’s leading fintech company
• An environment that focuses on developing your skills and career, with lots of room for career growth in a fast-growing company
• A remote workplace with an option to work in the office (we are in Gastown)
• Competitive salary
• Comprehensive Group Health Benefits (Life, AD&D, Extended Health & Dental and Travel Insurance)
• Company-wide Lunch and Learns & monthly events
• Education and learning benefits
• A team that makes things happen!

We thank all applicants for their interest; however, only selected candidates for further consideration will be contacted.