Client Operations Associate

Finexio is the leader in AP Payments as a Service, the leading embedded payments approach for business the business payments. Finexio simplifies the way businesses process and receive B2B payments by integrating electronic payments and cash flow improvement solutions directly into customers’ accounts payable and procurement software.

Our vision is a world in which finance leaders only have to decide “what” to pay- Finexio’s software seamlessly handles the “how” and the “when”.

We are growing 250+% per year and are a leading disruptor in the B2B Payments and Fintech industry. The company has raised over $65m in investment and is backed by investors JP Morgan, Discover, NBH Bank, Mendon Venture Partners, and Valley Bank. These investors believe in the mission and technology so much so they are also customers and partners.

The Client Operations Associate is responsible for delivering extraordinary customer experience that serves as a differentiator by responding to inquiries, requests and general customer correspondence in a professional and timely manner. It is expected that the Client Operations Associate will be able to independently bring most customer questions to a resolution or, when necessary, act as a liaison between the customer and various internal partners to resolve more complex customer requests or issues.

This is a fast-paced environment, and this job requires the ability to adapt to a changing environment. The ideal candidate will have customer support experience within the financial sector and understands accounting. If you live to make customers happy and successful, then you may be the right person for this job!

Key Responsibilities

• Actively understand customer needs and clearly communicate to ensure exceptional customer experience.
• Troubleshoot technical issues by providing timely support via phone and email.
• Guide customers through solutions and escalate complex issues to the appropriate teams when needed.
• Manage and track support tickets in Salesforce from creation through resolution.
• Deliver personalized solutions based on each customer’s unique requirements and communicate them effectively.
• Operate efficiently in a fast-paced environment while supporting multiple customers simultaneously.
• Collaborate closely with team members, demonstrating shared ownership, accountability, and teamwork.
• Handle sensitive and confidential information with professionalism, in alignment with Finexio’s values.
• Maintain and update supplier payment profiles, ensuring banking information, addresses, and contact details are accurate, secure, and up to date.
• Collaborate with cross-functional teams to ensure customer needs are fully understood and met.
• Maintain up-to-date knowledge of the payments ecosystem, AP-as-a-service models, relevant banking regulations, and accounting standards through continuous learning.
• Conduct preliminary research on potential fraudulent transactions and provide findings to the Risk & Compliance team for further analysis.