Customer Operations Associate (FinOps)

Customer Operations Associate (FinOps)

Reporting to: Senior Customer Operations Manager

Location: Atlanta, Georgia (hybrid working options available)

Liberis is the leading global provider of embedded business finance. We are proud to have delivered more than $1bn in funding to SMEs across the UK, EU and US, but we’ve only just started. Come and join us as we build the future of business finance!

Who we are and why we exist

At Liberis – merchants matter most! We’ve been on a mission to provide small and medium businesses (SMEs) with accessible and responsive finance since 2007. SMEs account for most businesses worldwide and are critical contributors to job creation and global economic development. They represent about 90% of businesses and more than 50% of employment worldwide. Despite this, more than three quarters (77%) of SME businesses last year were unable to secure the traditional bank financing they desperately needed to grow and thrive. This has created a $5 trillion funding gap for SMEs globally.

That’s where Liberis steps in! To best help small businesses, Liberis has built the leading global embedded finance platform. Through this, Liberis provides partners with the technology and financial solutions necessary to offer personalised and accessible funding to their small business customers.

To date with ~20 global strategic partners and direct reach to more than 1 million small businesses, Liberis has provided $1 bn of funding in over 50,000 transactions, enabling more than 100,000 jobs to be created and saved. We are making a genuine difference to your local pub, hairdresser and online retailer!

We are in a very exciting period of growth, in the UK and internationally, with teams based in London, Nottingham, Stockholm, Atlanta and remotely. We are looking for talented and ambitious individuals to help us reshape business finance. How we work is as important to us as what we do – exemplified by our behaviours:

#1 Merchants matter most – our success is tied to our merchants' success

#2 Act like time is running out – the fastest company in a growing market will win

#3 Own every outcome – the hardest problems we face are yet to be solved

#4 Communicate directly – we don’t have time to beat around the bush

#5 Prove it - every feature we build, decision we make and action we take, matters

#6 Empathy always - Liberis wins when every employee thrives

If our mission and behaviours resonate – get in touch!

Who are we? (Team)

The Customer Operations team are a global, multi skilled team under the Global Operations umbrella at Liberis. The overall objective is to provide the best experience to our merchants and partners, whilst giving 5* service on every interaction we have. We own the merchant experience starting from the moment the contract is signed. This means we are playing a huge part in providing our merchants a smooth onboarding experience and need to collaborate closely with other departments including Sales, Underwriting, Finance and Collections. We then look after all our active merchants assisting them with any queries they have, or amendments they need to make to their account.

We are also responsible for collating and responding to all customer feedback and sharing it with the rest of the business, acting as the voice of the customer which helps drive change and make improvements across the business.

At Liberis, we always put our merchants first and the Customer Operations team play a pivotal role in helping us do that. Customer Operations are right at the heart of what we do at Liberis and play a key role in our plans to scale, this is the most exciting time to join the team!

Who are you? (The role)

You are a people person and want to get the best outcome as smoothly as possible for your customer, whether they are external or internal.

You have experience in FinOps as part of a FCA regulated company. You are a natural born problem solver and keen to use date to solve problems and customer queries. You are confident in analysing numerical data, customer transactions, reconciliations and payments to aid in investigating payment queries from teams across the business.

You have a calm, organised approach to your work, but are able to adapt to the fast paced nature of this role. You want to advance your career and develop within Customer Operations by supporting the Team Manager with day-to-day FinOps task – also working closely with our in-house finance team.

You want to grow within Liberis, with an opportunity to develop and evolve this role further. As this role is crucial to expanding our growing Customer Operations function, we are looking for a real self-starter who wants to make an impact from the get-go. The role is essential to the ongoing expansion of our Customer Operations function, and working under the Global Operations function will provide endless ongoing learning and collaboration.

Responsibilities

• Be the main point of contact for FinOps within Customer Operations
• Supporting the other agents in the team with payment queries
• Collaborate with other departments to make customer experience smooth and pain-free
• Support the Team Manager with coaching, and day to day tasks
• Effectively manage your pipeline and workload
• Contribute to the NPS score via effective customer issue prevention and resolution.
• Perform admin tasks for in-life customers.
• Use Salesforce CRM and other software tools.
• Be open minded and offer alternative solutions with the aim to help every customer.
• Fill in when needed for other in-life teams and colleagues.
• Provide support to the colleagues in your team for quick customer resolution.
• Work as part of a close-knit team with a shared vision of doing right by the customer.
• Be the voice of the customer to the rest of the business by collating and sharing customer feedback.
• Demonstrate Liberis values: to be open, interested, proactive and bright.
• Work with our Team Vision at the forefront of your mind.

What happens next?

Think this sounds like the right next move for you? If you’re not completely confident that you fit our exact criteria, get in touch! Humility is a wonderful thing, and we are interested in hearing about what you can add to Liberis. You can reach us at [email protected] - we look forward to chatting with you!

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