What is our mission?:

Orbital is on an exciting mission to revolutionise global cross-border payments by innovatively combining traditional fiat banking rails with stablecoins over blockchain rails for a variety of use cases. Our class leading B2B payments platform offers multi-currency e-money accounts (corporate IBANs) combined with a suite of digital assets services. Our company sits at the frontier of payments & fintech, by intersecting blockchain and traditional (fiat) financial services, and is leading the way to bridging those two worlds for corporate enterprises globally.

We believe blockchain technology is firmly here to stay, and we want to be the first to bring a combined offering of fiat & crypto payment services under one exciting platform. Learn more about our team and company story here.

Must-have experience:

• Solid experience of working in an operational & client service role preferably in the fintech / payments / banking industry with demonstrated track record of success
• You have excellent ability to influence key stakeholders in Product, Sales, Account Management, Compliance, Finance, work cross-functionally and autonomously
• You have very good IT skills and experience of digital transformation
• You have excellent communication skills – both written and verbal
• You are highly organised, attention to detail, self-motivated and directed. 
• You have the ability to effectively prioritise and execute tasks in a high-pressure environment.
• You have the ability to remain calm under pressure, positive and enthusiastic
• You have strong problem-solving skills and willingness to roll up your sleeves
• You have a positive and flexible attitude to work, particularly with new initiatives

What the role involves:

• You will respond to customer queries via Chat, Ticketing system, email or phone to our merchants.
• You will develop in-depth knowledge of our financial products/systems and provide appropriate guidance to our corporate customers to solve their Treasury, FX and processing needs.
• You will develop a strong relationship based on trust & partnership with the Payment manager and the shared services team of our customers.
• You will be a part of the monthly business review meetings with customers chaired by RMs and lead the Operational & service KPIs.
• You will provide a data-driven approach to continually improve KPI/SLAs for the portfolio of customers allocated to you and your team.
• You will work with cross-functional teams based in Manila, UK, Gibraltar and Estonia to deliver optimal service across all operational functions, which include: Risk Operations, FX Trade desk and the Payments Team 
• 
  During out of hours shifts you will support basic risk operations alerts for E-commerce crypto and monitor the technology dashboard to raise alerts if any issues.
• You will assist the Head of Customer Service to collate customer feedback on product/capabilities/service and channel it to respective product and commercial teams.
• You will analyse business KPI (for example, approval/decline rate, trade volume by currency, etc.) for your portfolio of customers and assist RMs in identifying opportunities to cross-sell and improve the profitability of their customer portfolio.
• You will coordinate with operations and clients to manage exceptions outside the process.
• You will raise tickets for concerns raised by clients, assign them to the concerned team, monitor and track until closure within SLA.
• You will identify/understand the inefficiencies and pain points across various Operations & Service functions and either report it to the Head of Customer Service or drive efficiency by directly working with senior stakeholders across business functions which includes Business Development/Sales, Commercials, Compliance, Finance, Account Management, Legal & Banking teams.
• You will interact with the Sales, Account Management and Product team to document/implement adhoc operational and Client Service processes needed for ‘Non-Standard deals’.
• You will gain a deep understanding of our Client experience, identify and fill process gaps & generate new ideas to improve Client experience.
• You will drive first contact resolution across operations and Client Service functions

Join us if you are:

• Motivated: About our product and making it a world-class solution through innovative tech.
• Customer-Driven: prioritises the user above all else
• Self-Starter: Unafraid of ambiguity, identifies what matters most and delivers, without waiting or apprehension.
• Ownership-taker: Owns the goals, and more importantly, their results.
• Doesn't expect communication to happen but ensures it, with emphasis on excellent written communication.
• Treats everyone inside and outside of our organisation with dignity, and respects differences in perspectives, opinions, and experiences.

Orbital is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, ethnicity, national origin, gender, gender identity, sexual orientation, age, marital or disability status.