The Company

Merchant Growth is Canada’s leading fintech provider of credit to small businesses. The company differentiates itself through a proprietary, technology-driven application process, advanced underwriting, and a highly focused servicing process. Our mission is to bring the most convenient and accessible financing experience to Canadian business owners.

We care about growing strong and capable teams with creative, collaborative people. Your peers at Merchant Growth have diverse backgrounds, skill sets, and experiences but share an established track record of driving significant business growth.

The company is seeking a high-performing and motivated full-time Customer Support Officer. If you are looking to join a company poised for continued significant growth over the next few years, where you’ll have an immediate impact on the business and team, this may be the perfect role for you. You will also have the opportunity to work with and learn from one of the strongest leadership teams in the industry, with a track record of successfully scaling teams and impacting rapid organizational growth.

The Role

As a Customer Support Officer, you will be working with a driven group of client advocates who are always working to make the client experience better. They handle all client inquiries during the post-funding stage. The Support Team's office space is not only a hub for calls and emails but also a supportive space to share solutions and ideas. The successful candidate will be responsible for handling most of the administrative tasks in the Support Team.

Main Functions

• Field incoming customer service inquiries via phone, email, chat & SMS for a variety of requests
• Reaching out to delinquent accounts to work on potential solutions
• Field incoming broker inquiries
• Payment processing and adjustments and general administration of accounts
• Assisting the Team Manager - Customer Support with both day-to-day general and periodic wide-scope tasks as needed
• Working closely with our Partner channels and Collections team
• Post-funding administration tasks

Additional Responsibilities

• Assisting the Originations team with processing applications as needed
• Review applications from prospective clients by performing various checks and follow up with opportunities needing attention

Required Experience, Knowledge, and Skills:

• 1+ year(s) of customer service or sales experience (telephone, email, online chat & SMS)

• High school diploma or equivalent education (University/college degree is an asset)
• Comfortable in a busy operation and able to remain calm under pressure
• Comfortable working independently as well as within a team
• Strong communication skills
• Presentation skills (daily NSF reports)
• High level of computer literacy, intermediate to advanced skill level in Microsoft Excel
• Salesforce experience is an asset
• Bilingual in English and French is an asset

What We Offer:

· An exciting position with a leading Canadian fintech company

· A remote workplace with an option to work in office (we are in Gastown)

· Competitive salary

· Comprehensive group health benefits (Life, AD&D, Extended Health & Dental and Travel Insurance)

· Company-wide monthly Lunch and Learns and team events

· A collaborative team environment

· Education and learning benefits

We thank all applicants for their interest; however, only selected candidates for further consideration will be contacted.