Joining our Solutions Team and reporting into the Onboarding Manager & Solutions Lead you will be responsible for the setup and ongoing support of Vitesse products and services within our clients systems and their daily payment processes. This includes prompt and diligent customer service, whilst working internally to resolve points of friction.

Responsibilities:

• Become a Vitesse Product expert and use this deep understanding to support clients in their set-up and use of our platform to deliver them a first class payment service.
• Assist with any usage enquiries and make adjustments and corrections to client solution configurations where required.
• Ensure client accounts are established correctly and added to the system in a timely manner. This will include enabling new and existing client users to have the appropriate system access and authorities.
• When required demonstrate the platform to clients and provide hands-on training to their teams on optimal usage.
• Assisting customer support in relation to operational matters.
• Handle customer escalations, questions, and complaints across a variety of support channels.
• Adherence to response time SLAs, seeking opportunities to improve quality and speed
• Ad-Hoc tasks to service the varying needs of our clients

Requirements

This role would suit someone who is looking for an entry level role, you might be a recent graduate or looking to get stuck into your first role within a fast-growing fintech.

You'll be a self-starter and have a resilient mindset with a customer-centric approach. Any experience with the use of CRM tools or customer support tools would be advantageous.

• Experience in a customer facing or operations role
• Comfortable interacting with a diverse customer base
• Proficient in excel, word & outlook
• Background in Financial Services, with Payments experience desired but not essential
• Attention to detail and accuracy
• Sense of urgency
• Strong analytical and organisational skills
• Used to working in a fast-paced environment
• Confidence to work independently but also as part of the wider serving team
• Demonstrable problem analysis and solving skills

Benefits

• 25 days Holiday per year + Bank Holidays 
• Hybrid working arrangements. 
• Contributory pension scheme 
• Enhanced Parental leave.  
• Cycle to Work Scheme 
• Private Medical Insurance through AXA Healthcare
• Access to Oliva our Mental Health Therapy partners
• Discounted Gym membership  
• Financial Coaching with Octopus Wealth 

• 2 days of volunteering leave per year 
• Sabbatical after 5 years’ service  
• Ongoing Learning and Development to support you reach your career goals. 

We understand that everyone has their own work rhythm, and we believe in a flexible working schedule that supports a healthy work/life balance. We offer a hybrid work approach with 2 days in the office.

About us

We are Vitesse – the treasury & payment provider of choice for the insurance market.

Formed in 2014 by a team of proven FinTech entrepreneurs, we are an FCA regulated payments business that is driven to be the payment partner of choice for the insurance market, by providing global payment services and treasury optimisation.  Operating one of the largest domestic banking and payment settlement networks in the world, we give our customers direct access to more than 170 countries and territories, covering over 110 currencies. Through a single integration, insurers can use this network to pay claims in as fast as 45 seconds, delivering a better customer experience to their claimants.  Our market-leading treasury optimisation service brings complete control and transparency to insurers and allows them to have their money in the right place, at the right time, to make that all important payment - fast, and when their customers need it most. 

With now over 150 employees across Europe and our London headquarters, $26m series B funding in 2022 in the bag and approaching £8bn in processed transactions, we are only just getting started. 

Partnering with some of the biggest insurance leaders including Lloyd’s of London and Many Pets, we take huge pride in our company culture, ensuring that everyone has a part to play, an opportunity to be heard, be involved, and the ability to make a real difference. 

As we continue to scale up, we want like-minded humans to join us on this exciting journey. 

Are you ready?

WE ARE AN EQUAL OPPORTUNITY EMPLOYER

We are committed to creating an inclusive environment that enables everyone to perform at their best, where we recognise the rights of all individuals to mutual respect and where there is an 

unbiased acceptance of others. Our policies and practices aim to promote an environment that is free from all forms of Unfair discrimination and values the diversity of all people. At the heart of our policy, we seek to treat people fairly and with dignity and respect.

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