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Compliance & Customer Support Advisor- Fidelity Payment

  • Location: Kings Cross, London
  • Sector: General Business
An exciting opportunity has arisen to join our Operations team in our London Kings Cross office, with a primary focus on supporting the Fidelity client base through the full life cycle. This is a fantastic opportunity to play an integral part in the growth of Fidelity Payment, providing you with the chance to work with high profile clients such as Samsung, Volvo, Sole Trader, Travelodge, Holiday Inn and Lotus.

Key Responsibilities
•    Improve customer service experience, engage customers and facilitate organic growth
•    Take ownership of customer issues and follow problems through to resolution
•    Follow service procedures, policies and standards 
•    Keep accurate records and document customer service actions & discussions
•    Answering and supporting technical queries from our client base
•    Assisting the Sales department with any technical questions they have
•    Checking, reviewing & amending incoming merchant acquiring applications within set time frames
•    Carrying out all KYC/KYB/AML checks
•    Ensuring that the appropriate processes have been complied with so that clients are on boarded successfully with partner merchant acquirer
•    Co-ordinating and following up with various groups to ensure all pre and post account set-ups are completed accurately and in a timely manner
•    Supporting the Sales team with application queries, credit risk & best practises
•    Developing and maintaining key relationships with external stakeholders and internal teams
•    Maintaining knowledge and understanding of the merchant acquiring industry and the compliance policies and procedures that go with it
•    Pro-actively seeking out the assistance of others to determine solutions for complex issues

Purpose of Job
The purpose of this role revolves around the following, customer support processes and SLAs and finding ways to ensure customer satisfaction. This is imperative to ensure our large but exponentially growing client base is well serviced. You will also be working alongside colleagues and other departments to ensure that merchant acquiring applications are compliant with the relevant guidelines in place and that these applications fall within the specified risk criteria.

Knowledge & Experience
•    Excellent communication and interpersonal skills
•    Ability to prioritise workload
•    Listening skills & ability to identify customer requirements
•    Confidence
•    Strong work ethic
•    Proactive
•    Ability to work on own initiative
•    Competent in using Microsoft Excel, PowerPoint and Outlook
•    Payment and Financial Services experience preferred

•    Full training provided
•    Early finish and dress down EVERY Friday
•    Young and trendy fast-paced office
•    Company team bonding days and regular drinks
•    Work in a location surrounded by some of the best companies to work for including Google, YouTube and Universal Music

About Fidelity
With an excellent reputation and 22 years in the electronic payment provider industry, Fidelity launched in the UK in 2012. Processing over £25 billion card transactions globally, the company is continuously growing and dedicated to investing in the success of each team member.
Fidelity’s UK Headquarters are in the heart of London’s recently regenerated Kings Cross. We love being in the new tech hub of London, with our office neighbouring Google, Facebook and many other tech giants.
It has a buzzing eat, drink and shop culture, hosting renowned restaurants and the new shopping complex Coal Drops Yard. As a team we enjoy taking full advantage of this with our regular team bonding and company drinks!