Analyst/Senior Analyst - Customer Experience

Job description

Nium, the Leader in Real-Time Global Payments

Nium, the leading global infrastructure for real-time cross-border payments, was founded on the mission to deliver the global payments infrastructure of tomorrow, today. With the onset of the global economy, its payments infrastructure is shaping how banks, fintechs, and businesses everywhere collect, convert, and disburse funds instantly across borders. Its payout network supports 100 currencies and spans 190+ countries, 100 of which in real-time. Funds can be disbursed to accounts, wallets, and cards and collected locally in 40 markets. Nium’s growing card issuance business is already available in 34 countries. Nium holds regulatory licenses and authorizations in more than 40 countries, enabling seamless onboarding, rapid integration, and compliance – independent of geography. The company is co-headquartered in San Francisco and Singapore.

About the Role:

At Nium, customer obsession is at our core. As an Analyst/ Senior Analyst- Customer Experience, you will be on the front line ensuring smooth, transparent, and cost-effective international remittance services for our retail and business customers. Your role will be critical in creating customer delight and building long-lasting trust

Key Responsibilities:

• Interact with customers via Chat and Email, handle occasional Outbound Calls when necessary.
• Respond promptly to customer queries and follow up where required.
• Gather and evaluate information to resolve product and service-related issues.
• Provide accurate product and service information, coordinating with internal and external teams to resolve problems.
• Handle complaints by analyzing root causes, providing optimal solutions, and ensuring follow-up until resolution.
• Perform customer verification as required.
• Organize workflow to achieve departmental objectives.
• Share feedback on process efficiency and recommend ideas for improving customer experience.

Requirements:

• Bachelor’s degree with min 2-3 years of experience in Chat, Email, or Voice processes within financial services.
• International experience – interacted with customers both in and outside India.
• Strong empathy and a customer-first mindset.
• Ability to prioritize, organize, and execute tasks with minimal supervision.
• Excellent spoken and written English.
• Hands-on experience with MS Office tools.
• Comfortable working in rotational shifts (24x7x365) with 12 flexible leaves annually (no fixed public holidays).
• Behavioral competencies - customer advocate, confident, go-getter, inquisitive, comfortable with technology, team player, flexible and looks for improvements.
• Preferred - working knowledge of Payments and Cards.

What we offer at Nium

We Value Performance:Through competitive salaries, performance bonuses, sales commissions, equity for specific roles and recognition programs, we ensure that all our employees are well rewarded and incentivized for their hard work.

We Care for Our Employees:The wellness of Nium’ers is our #1 priority. We offer medical coverage along with ²⁴⁄₇ employee assistance program, generous vacation programs including our year-end shut down. We also provide a flexible working hybrid working environment (3 days per week in the office).

We Upskill Ourselves: We are curious, and always want to learn more with a focus on upskilling ourselves. We provide role-specific training, internal workshops, and a learning stipend.

We Celebrate Together:We recognize that work is also about creating great relationships with each other. We celebrate together with company-wide social events, team bonding activities, happy hours, team offsites, and much more!

We Thrive with Diversity:Nium is truly a global company, with more than 33 nationalities, based in 18+ countries and more than 10 office locations. As an equal opportunity employer, we are committed to providing a safe and welcoming environment for everyone.

For more detailed region specific benefits :  https://www.nium.com/careers#careers-perks

For more information visit www.nium.com

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 located at www.nium.com/privacy/candidate-privacy-notice.