Customer Onboarding Associate

Customer Onboarding Associate

Amsterdam

• Are you curious, excited by experimentation and always looking for a better way of doing things?
• Do you want to keep learning and developing whilst getting hands-on, payment-building experience?
• Do you want the opportunity to play an important role in a rapidly growing and exciting Fintech business?

If so, we would love to connect and collaborate!

We want to hire ambitious, and value-adding talent into Modulr, one of the fastest growing payments businesses in the UK and Europe.

About us

At Modulr, our vision is a world where all businesses are powered by embedded payments. Modulr enables businesses, from SMEs to Enterprise, across the UK and Europe to efficiently pay-in, collect and disburse funds instantly via a range of payment schemes, accounts, and card products. 

We have created an industry-leading API platform with comprehensive online tools and access, to meet the demands of daily business payments. We are connected to an expanding network of accounting and payroll platforms, including Sage, Xero, BrightPay and IRIS. Our payments expertise and extensive product capability enables us to build tailored solutions to solve complex payment problems for hundreds of clients in a range of industries, including Travel, Merchant Payments, Lending, Wage Advance, and Investment & Wealth. We are deeply integrated into the payment eco-system. In the UK, we are direct participants of Faster Payments and Bacs. Modulr hold settlement accounts at the Bank of England. Our payment network connectivity includes CHAPS, Open Banking, SEPA, SWIFT and account issuance in 11 currencies. We are principal issuing members of Visa and Mastercard schemes across UK and Europe. Our regulatory permissions and governance structure are the foundations of our business. We are regulated and supervised as an Authorised Electronic Money Institution (AEMI) in the UK by the Financial Conduct Authority and in the Netherlands by De Nederlandsche Bank. Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by the venture arms of payments giants PayPal and FIS, as well as growth investors Blenheim Chalcot, General Atlantic, Frog Capital and Europe. Modulr now has over 400 employees spread globally across offices in London, Edinburgh, Amsterdam, and Mumbai.

Modulr values

• Building the extraordinary; going that extra mile.
• Owning the opportunity; be passionate and proud of the time you invest.
• Move at pace; reach goals faster whilst supported on your career journey.
• Achieve it together, working collaboratively and being a Modulite.

The role

Modulr is seeking a Customer Onboarding Associate to join our dynamic Onboarding Delivery team. This role is instrumental in our exciting growth, delivering an effortless onboarding experience that sets us apart from our competitors. As a key member of the Onboarding Delivery team, you will support the seamless integration of our customers with Modulr’s suite of products and services, ensuring their journey is smooth and efficient.

Specific duties:

• Customer Onboarding: Responsible for customers mobilisation, shaping, delivery, and reporting of onboarding projects.
• Customer Experience: Strive to provide an exceptional customer experience throughout the onboarding process, ensuring customers are set up to drive value through our services.
• Clear Communication: Ensure customers always understand their onboarding journey, keeping them informed of their responsibilities and deliverables.
• Data Management: Regularly update and maintain accurate onboarding data on Salesforce to support reporting, operational and compliance needs.
• Responsiveness: Address customer needs and challenges promptly, providing necessary guidance and information.
• Product Assurance: Ensure products and services meet customer expectations before completing the onboarding journey.
• Continuous Improvement: Measure and enhance the end-to-end onboarding process for both customers and internal teams.
• Termination Process: Manage and monitor the termination process to ensure it is handled smoothly and efficiently, maintaining customer satisfaction even at the end of their journey with us.

About you: 

• Organisational Skills: Take a structured approach to managing and prioritising delivery of tasks on time.
• Strong Communication Skills: Exhibit excellent verbal and written communication skills to provide clarity and confidence to stakeholders and customers.
• Customer Relationship Building: Have a knack for building and maintaining strong customer relationships.
• Problem Solving: Enjoy tackling challenges and dealing with complexity.
• Adaptability: Thrive in a fast-paced environment with a bias for action.
• Interest in Payment Services: Familiarity with payment services and the regulatory landscape is beneficial but not essential.

What can Modulr offer you

You will be part of a cross disciplinary team(s), with co-workers located in Amsterdam, Edinburgh, London, and India. We are friendly and sociable, challenging but rewarding. We want you to push yourself and for us to support you in your future as we scale up and grow.

• Share Options Incentive Scheme.
• Company Bonus - the more successful we are together, the greater the reward.
• Flexible benefits – over €1,000 a year to spend on anything you like i.e you can add it to your pension or use to towards travel.
• Pension - we contribute 10% of your pensionable salary into our company pension scheme
• Perkbox - enjoy freebies and discounts on many other products and services.
• 33 days holiday (including bank holidays) & your birthday off - choose which days you take off to relax and/or spend time with loved ones.
• Learning Opportunities – on joining Modulr you will embark on our 2-day onboarding programme, called ModStart, to be equipped with the Modulr know-how and arm you with the tools you need to be successful from day 1! But we do not want your learning to stop there so we will continue to provide you with the tools and capabilities through our learning channels and platforms.
• Modulr hands-on - join your colleagues for our company wide events throughout the year.
• Great workspace - Modulr thrives on innovation which is best done through in-person collaboration. This approach enables us to work together closely, exchange ideas, and create innovative solutions that drive our success. We ask our team members to be based in the office 4 or more days a week. We have state of the art offices located in Exchange Crescent Edinburgh, Scale Space in London, and WeWork in Amsterdam.

ModInclusion

At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.