Analyst - Customer Experience

Nium, the Leader in Real-Time Global Payments 

At Nium, we operate at the intersection of an increasingly interconnected world, where the traditional finance industry has been disrupted, and on-demand is in demand. Our payments infrastructure is leading a transformation in payments, enabling anyone, anywhere to make and receive payments instantly, regardless of the location or currency. We currently support: 

-Regulatory Licenses and Authorizations in 40+ Countries, enabling seamless onboarding, rapid integration, and compliance

-190+ Pay Out Markets – 100+ in real time

-35+ Pay In Markets

-30+ Card Issuance Markets

-100+ Supported Currencies 

Today, Nium is the leader in real-time global payments and the fastest way to send money across borders. We are co-headquartered in San Francisco and Singapore, with regional offices in Australia, Brazil, Hong Kong, India, Indonesia, Japan, Lithuania, London, Malaysia, Malta, Netherlands, and UAE. 

Where do you come into the picture?

Over the years we have slowly and steadily recruited some of the best in the business and every day they bring us closer to our full potential. In the five years since our inception, we have evolved significantly as a company, but customer obsession has always been at our core. We believe that cross-border money transfers should be seamless; and every customer using our services should have a smooth, cost-effective and a transparent experience. In this light, our Customer Experience executives play a very critical role in creating customer delight. They are the frontline support for all our Retail customers to help problem solve any and every issue they might be facing when undertaking international remittance with Nium. We are now also extending our Customer Experience capability to some of our clients who are organizations (B2B, B2B2C).

• As a Customer Experience Analyst / Senior Analyst you will deal directly with customers on Chats and Emails. In a small number of cases, you may be required to make Outbound Calls where the customer needs support that cannot be fulfilled on Chat /Email.

• Respond promptly to customer queries (and follow up where required)
• Obtain and evaluate all relevant information to handle product and service queries
• Serve customers by providing product and service information, resolving product and service problems through co-ordination with internal and external departments and/or parties.
• Resolve customer complaints through analysis of the problem; providing optimum solutions, expediting correction or adjustment and follow up to ensure resolution
• Perform customer verification.
• Organize workflow to meet department objectives
• Provide feedback on efficiency of the Customer Experience process, recommend new ideas to improve Customer Experience and Department Efficiency.

• Has a Bachelor degree with 2-5 years of experience in Chat / Email / Voice based process of a financial services business
• Experience in an international context -has interacted with customers in & outside India
• Has a high empathy quotient and keeps the customer in the center of day-to-day work
• Can prioritize, organize and execute tasks with minimal supervision.
• Grammatically correct spoken & written English.
• Hands-on experience in MS Office and tools within it
• Is comfortable working in a rotational shift (shift changes every 2 weeks), 24X7X365. As a Global organization, Operational Teams have no fixed holiday model (Public/National Holidays) instead are supported with 12 flexible leaves which can be availed across the year basis business requirements & holiday plans for the whole department)
• Behavioral competencies – customer advocate/confident/go getter/inquisitive/comfortable to work on systems, can relate to tech as an end user/team player/flexible/looks for improvements
• Behavioral competencies – customer advocate, confident, go getter, inquisitive, comfortable to multitask on systems, can relate to Tech as an end user, team player, flexible, looks for improvements in pursuit of Customer Experience.
• Preferred - working knowledge of Payments or Cards or Both.

• Comprehensive Health Insurance
• Home Office setup allowance
• Training & Development
• 24x7 Employee Assistance Program
• Generous Parental and Family leave
• Year-end leaves.

Depending on your location, certain laws may regulate the way Nium manages the data of candidates. By submitting your job application, you are agreeing and acknowledging that you have read and understand our Candidate Privacy Notice.

What we offer at Nium  

We Value Performance: Through competitive salaries, performance bonuses, uncapped sales commissions and robust performance reviews, we ensure that all employees are rewarded and incentivized for their hard work. 

We Care for Our Employees: The wellness of Nium’ers is our #1 priority. In addition to many other benefits, we offer medical coverage, 24/7 employee assistance program, generous time off policies, and a year-end shut down. We also provide a hybrid working environment (3 days per week in the office). 

We Upskill Ourselves: We are curious, always want to learn more and upskill ourselves. As well as role-specific training, we also offer a global learning stipend. 

We Constantly Innovate: Nium continues to be globally recognized for its constant innovations, growth, and employee-centric mindset since our inception: 

-2022 Great Place To Work Certification

-2023 CB Insights Fintech 100 List of Most Promising Fintech Companies. 

We Celebrate Together: Work is also about having fun with your colleagues and forging deep relationships. We host company-wide social events onsite and virtually, provide team morale budget and bonding activities, happy hours, team offsites, and much more!  

We Thrive with Diversity: Across 33 nationalities and 18+ countries, our diverse and multicultural team embodies our commitment to a safe and welcoming environment for everyone.  

What it’s like to be a Nium'er 

At Nium we center our way of work around 3 core values globally: 

#KeepItSimple: We cut through complexity, simplify at speed and operate with scale in mind. 

#MakeItBetter: We build innovative solutions that make our customers' lives better. 

#WinItTogether: We win in this competitive market by collaborating as one team. 

For more information, visit www.nium.com.