Client Experience Manager

2 days ago

Brisbane, Queensland, Australia beBeeCustomer Full time $67,000 - $70,000

At a leading payment solutions provider, our team enables millions of people to move money between buyers and sellers using our innovative technology.

About the Role: We're seeking a proactive and customer-focused Client Onboarding Specialist to ensure a smooth and professional onboarding experience that drives activation and long-term success.

Key Responsibilities:

  • Engage with customers via inbound and outbound calls to guide them through onboarding and address any hurdles;
  • Carry out initial compliance checks in line with Credit/Risk guidelines;
  • Support customers through the onboarding journey, ensuring timely follow-up and resolution of queries;
  • Manage updates and account changes, including ownership changes, product add-ons, and fee plan adjustments;
  • Accurately track tasks using productivity and scheduling tools;
  • Work closely with internal teams to stay aligned on product updates, client strategies, and documentation requirements;
  • Identify opportunities to streamline and improve the onboarding process, using data and customer insights;
  • Maintain high data integrity and ensure a seamless, compliant onboarding experience;
  • Meet performance targets related to account activation, accuracy, and customer engagement.

Required Skills and Qualifications:

  • A confident communicator with a passion for delivering exceptional customer experiences;
  • The ability to thrive in a dynamic, fast-paced environment and think creatively to overcome challenges while keeping the customer front of mind;
  • Excellent verbal and written communication, with the ability to simplify complex processes;
  • Proven ability to build rapport and work effectively with a wide range of stakeholders;
  • Strong organisational skills and attention to detail;
  • A proactive attitude, with the ability to manage shifting priorities;
  • Comfort with using multiple systems and tools to manage tasks and customer interactions;
  • Willingness to learn and grow with coaching and feedback.

Benefits and Growth Opportunities:

  • A customer-first mindset and strong problem-solving skills;
  • The opportunity to make a positive impact on customers and communities through our values of Passion, Care, Accountability, Excellence and Ingenuity;
  • Ongoing training and development opportunities to help you grow and succeed in your role.

About You:

  • You have a proven track record of delivering excellent customer experiences and meeting performance targets;
  • You are a motivated and proactive individual who is committed to driving business growth and improving processes;
  • You have excellent communication and interpersonal skills, with the ability to build strong relationships with colleagues and customers;
  • You are able to work effectively in a fast-paced environment and adapt to changing priorities and deadlines.

Nice to Have:

  • Experience in the payments or financial services industry;
  • Familiarity with Salesforce, Genesys, or similar CRM/workflow systems;
  • Understanding of accounting procedures or financial systems.

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