Operations Coordinator MFMx
Operations Coordinator MFMx
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Job Description
Trustpair empowers large global companies to eliminate vendor payment fraud with a market leading account validation automation platform. Trustpair serves over 300 enterprise customers helping finance teams protect against 100% of fraud attacks.
The companys global presence includes offices in New York City Paris and Milan. Our team is composed of 100 employees with 15 different nationalities who are dedicated to payment security. Trustpair raised 20 million euros to accelerate international growth and equip finance leaders with the tools needed to tackle sophisticated fraud tactics such as AI deepfakes cyber attacks and more.
About the role
Trustpair is searching for an Operations Coordinatorto join our Complementary Checks Team.
Situated within our Ops Department our Complementary Checks Team work to collect and process thirdparty data to verify payment information and detect possible risks of fraud with the overall goal of ensuring that Trustpairs confirmation rate for account validation increases.
As an Operations Coordinator youwill work on the contact part of the process which consists in engaging with vendors via phone or email to validate their banking coordinates. This specific activity has been outsourced with a BPO partner located in Portugal consisting of a team of multilingual contact agents.
What youll do:
Internally you will work with the Complementary Checks team manager La to design and implement the most effective contact processes while monitoring the daily activity of our external partners team in Lisbon composed of 10 calling agents and 2 team leaders.
Activity coordination:
- Youll coordinate the tasks assignation and tools settings depending on the volumes of cases to process the priorities defined and the agents skills
- Youll optimise the different digital tools used by the contact agents in order to improve their efficiency
- Implement the new features released and investigate and/or escalate technical issues faced by the agents
- Analyse data to monitor the teams performance alongsideour the partner to measurecommon KPIs
Contact operational excellence and expertise:
- Along with the partner define operational excellence subjects consolidate learnings and organise feedback sessions to coach the agents
- Perform quality assessment sessions on sensitive cases yourself
- Handle the agents reports and help solving blocking situations
- Maintain clear and updated documentation regarding the reference processes
Team Collaboration:
- Collaborate closely with the other Complementary Checks teams as well as Sales & Customer Success to ensure customer satisfaction
- Be the goto expert on the contactrelated knowledge and share it with other teams at Trustpair
Whats in it for you
- A strategic position in our Complementary Checks team allowing you to use your datadriven and problemsolving mindset to continuously improve our operational efficiency and the customers experience
- A collaborative environment where everyones voice is heard and decisions can be taken and implemented quickly
- Exposure to the most advanced call centre tools and technologies (including smart algorithms and artificial intelligence) to help you steer the team to operational excellence
- Trustpair is in scaling phase to become the marketleading solution
- Flexible remote policy
- A talented team with senior colleagues you can learn and work with
- Inclusive environment with cultural diversity and parity
This position is based in Paris with a hybrid remote contract
Salary range for the role: 3033k depending on experience
Why join Trustpair A list of our perks here!
MustHaves:
- Minimum 2 years of professional experience in a structured environment (e.g. Operations BPO Project management Analytics...)
- Good analytical skillsusing data to make performancedriven decisions and operational skills to be able to optimise the digital tools used
- Excellent interpersonal skills and empathy to communicate efficiently with various stakeholders: your colleagues the outsourcing partners agents and team leaders the thirdparties
- Strong problemsolving mindset and a proactive approach
- Ability to work in a fast paced scaleup environment and to manage your workload and projects efficiently
- Fluent in English (French is a plus)
Recruitment Process
- First call with AichaTalent Acquisition (30 mins)
- Experience Interview with La Operations Manager(45 mins)
- Case Study on sitewith La andMichal(1h)
- Coffee fit with your future colleagues (30 mins)
- Final interview with Cyrille VPOperations (30 mins)
Equal Opportunity Statement
Trustpairs policy is to provide equal employment opportunity in all of our employment practices without regard to race color religion sex national origin ancestry marital status protected veteran status age individuals with disabilities sexual orientation or gender identity or expression or any other legally protected category.
Applicants for all positions in Trustpair must be legally authorized to work in the country which they are applying for or be a citizen from Schengen / EU zone. The verification of employment eligibility will be required as a condition of hire.
Employment Type
Full Time
