Financial Services Support Specialist

📋 Description

• You serve as the main point of contact for our clients who have selected Pennylane as their primary software for accounting and financial management.

• You engage daily with users to understand the challenges they face.

• After thorough investigation, your objective is to deliver answers or solutions to your contacts or escalate issues to the technical teams when necessary.

• You participate in the CSM Academy and continuously enhance your knowledge of the product and team operations.

• You gain insights into our company's vision and familiarize yourself with various departments.

• You learn to recognize all stakeholders and collaborate efficiently within your team and with other departments.

• You start to handle client queries related to our financial services: you receive requests, assess them, and deliver prompt, impactful responses.

• You take full responsibility for your client portfolio and begin to manage increasingly complex client inquiries.

• You contribute to the creation and updating of client support materials to foster their autonomy.

⛳️ Requirements

• Several years of experience in a neobank, an online bank, or a traditional banking institution.

• Strong understanding of the banking system.

• Previous experience in B2B support is essential.

• Comfortable with daily phone interactions with clients.

• Direct experience working with company leadership is an advantage (e.g., internal advisory).

• Willingness to work flexible or rotating hours to accommodate client needs.

• Interest in technology is a plus, especially familiarity with current FinTech products available in the market.

🏝️ Benefits

• Comprehensive health insurance among the best available (Alan Blue and Alan Mind)

• Meal vouchers (Swile card)

• Between 6 and 12 additional time-off days (RTT) on top of 5 weeks of paid vacation

• Opportunity to enhance your English skills with Busuu

• A monthly allowance for all Pennylaners to support working from home or from a coworking space

• Convenient access to our offices, located just a few minutes from Saint-Lazare in the heart of Paris

• BSPCE equity package (stock options)

• Access to 8,000 gyms across France and over 300 wellness activities through our partner Gymlib

• A Mac

• We engage in various sports together and are dedicated to regularly meeting at company events such as Tech Days (which allow remote Pennylaners to gather every three months) and our annual company retreat, promoting strong team cohesion.