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Payment Experience Specialist

bunqİstanbul, İstanbul, Türkiye
Hybrid Full-time

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Experience Level

Experience

Qualifications

Fluency in English with excellent communication skills and a strong sense of empathy. A passion for problem solving with the ability to effectively prioritize tasks as necessary. Previous experience in a user-facing role, demonstrating the ability to handle issues with empathy, clarity, and professionalism. Comfortable working with data, able to identify patterns, draw insights, and make informed decisions. A keen interest in leading thorough investigations, leveraging your attention to detail for effective resolution. Prior knowledge of the financial or banking sector will be advantageous; familiarity with terms such as KYC, KYB, payment processes, and compliance operations is a plus.

About the job

As a Payment Experience Specialist, you will be the trusted advocate for our users, stepping in as their hero when payment issues arise. Whether it's a failed transfer or an unusual transaction, you will investigate with diligence and accuracy, ensuring that every concern is addressed swiftly and correctly, without any ambiguity.

Embrace Ownership:

Your role transcends mere problem-solving; it's about keeping our users informed, calm, and assured throughout their journey. You will clarify what is happening, outline the next steps, and guide them on any actions they need to take. By transforming challenging situations into seamless experiences, you will help redefine the ease of banking.

  • Take full charge of delivering compassionate and high-quality support in every interaction, making sure that users feel acknowledged, understood, and appreciated throughout their payment experience.

  • Manage the escalation process for payment-related issues by thoroughly investigating, collaborating with appropriate teams when necessary, and ensuring timely and accurate resolutions for users.

  • Respond promptly to urgent inquiries, recognizing the critical nature of the situation, and ensuring that no distressed user is left waiting, your swift actions instill confidence and build trust.

  • Maintain user communication throughout the resolution process by setting clear expectations, providing progress updates, and ensuring follow-through until their issue is completely resolved, fostering a transparent and reliable support experience.

About bunq

At bunq, we are revolutionizing the way banking is perceived and experienced. Our innovative approach allows users to manage their finances effortlessly, breaking down barriers and making banking accessible for everyone. Join us in creating a seamless banking experience that puts the user first.

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