Account Operations Consultant

Description

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device. Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services.

To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com's value proposition.

Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.

The Role

As an Account Operations Consultant, you will play a critical role in resolving customer account-related queries, using your analytical thinking and familiarity with both operations systems and AI-powered tools. You will act as the second-level escalation point, ensuring timely and effective resolution of complex issues, while also contributing to our AI-driven support strategy.

Responsibilities

Act as the 2nd level escalation point for resolving complex customer account issues;
Investigate, research, and resolve queries using CRM systems, internal tools, and AI-assisted platforms;
Support internal tasks related to customer account status, transactions and changes;
Ensure incidents are resolved within defined service level targets;
Contribute to AI-enhanced customer service strategies through feedback and adoption of automation tools;
Increase customer satisfaction through proactive, data-driven solutions;
Follow company communication procedures, guidelines and policies while leveraging AI-enabled resources.

At Viva.com, we believe in amplifying human potential through AI. When you join us, you're stepping into a future-forward environment where technology empowers every role, driving smarter, more efficient.