Enterprise Internship

As our business continues to grow, the Enterprise Management team is well positioned to manage this increasing demand and provide assistance across Cambridge’s global online client base. The Client Support Admin position is an auxiliary role to the Client Relationship Managers; together, the team is responsible for managing all aspects of strategic accounts which include specific verticals market clients such as Financial Institutions, Universities, and Partnerships. Daily tasks will include online set ups, updates and support, as well as training, implementation, integration, and daily work to facilitate payments correctly as instructed. Most importantly, the team is a critical part of one of Cambridge’s key growth strategies and ensures long term retention through proactive and on-going client relationship management. The team works collaboratively to ensure all clients have access to our full suite of offerings; the Admin role will assist the CRM’s efforts to differentiate Cambridge as a leader in international payments and experts throughout the payment process.

Customer Service - Excellence

• Strong relationship-building skills; internal stake holding critical in order to ensure positive team dynamics. Also must liaise with many areas within Operations and other departments and work to ensure payments are delivered on time, every time.
• Pro-actively assists the team as they manage clients throughout the entire payment process; must understand priorities and be efficient as well as very detail oriented and organized – must be able to analyzes request, and provide information to resolve the need.
• Seamlessly set up clients online and support Cambridge clients to new online platform: LINK.
• Obtain and evaluate all relevant information and follow Best Practices
• Seeks additional synergies as appropriate.

Administration– Accuracy and efficiency

• Communicate and coordinate with internal departments to deliver prompt and informative responses to clients
• Resolve all queries and payment investigations in a timely and appropriate manner.
• Perform customer verifications; ‘knowing your customer’; be compliant with every task.
• Able to communicate clearly, both written and in speech.
• Able to move payments through the release process with accuracy; suggest improvements in processes.

Customer Satisfaction- Deliver unanticipated value

• Provide professional service, managing internal obstacles invisibly to the client.
• Work quickly to resolve customer issues
• Proactively monitor all Payment queues within internal systems to ensure outstanding issues are resolved in a timely fashion.
• Provide feedback to management on customer’s experience and preferences for communication, appreciation, and web content

Teamwork- Collaborate across boundaries

•  Work with internal sales, trading and support teams, as well as other internal stakeholders, to fully leverage the capabilities of the organization to drive sales and satisfy our customers.

EDUCATION AND EXPERIENCE

•  2 - 5 years successful customer service experience;
•  Providing fulsome support for pre and post release transactions, capturing information and reconciling data; payment handling an asset; experience in client relationship management ideal
•  IT literate with the ability to quickly learn new systems and troubleshoot;
•  Ability to handle multiple priorities and time sensitive queries; ownership until resolution

ABILITIES AND ATTRIBUTES

• Passion for customers and service
• Unquestionable integrity
• Positive and optimistic outlook
• Organized and disciplined
• Self-motivated with a sense of urgency to achieve sales metrics and delight the customer
• Professional communication skills – written, verbal and telephone based skills
• Desire to continually improve performance and learn
• Planning and execution skills
• Bilingualism (English & French) and/or additional language is a definite asset