Activation Specialist

About the role

The Activation Specialist position ensures a successful implementation of retailer and distributor relationships. The role combines customer support, problem solving, financial operations support, and other key functions to uphold the company’s philosophy of providing excellent customer service. The Activation Specialist serves as the primary customer contact through the implementation process, proactively managing relationships by keeping customers informed of setup status, addressing issues, providing best-practice suggestions, and ensuring customers are trained and prepared for their relationship’s effective date.

Responsibilities

• Ensure all customer calls and email requests are responded to appropriately and on a timely basis.
• Perform timely maintenance on customer accounts as part of the setup process.
• Generate new revenue from existing customers through upselling and cross-selling of other Fintech products and services.
• Create and maintain customer locations and relationships in the Fintech databases.
• Obtain and evaluate all relevant information to handle product and service inquiries.
• Maintain knowledge of Fintech policies, products, services, and internal procedures.
• Educate customers on Fintech website and processes.
• Maintain professional skills to ensure customer satisfaction.
• Formulate recommendations for system enhancements and process improvements to increase efficiencies for the customer support department and customer end-user experience.
• Assist with updating SOPs and creating training documentation for internal and external use.
• Keep management apprised of critical customer situations.
• Promote positive interactions with all Fintech business units.

Requirements

• Minimum three years of customer service experience.
• Excellent interpersonal skills.
• Excellent verbal and written communication skills; bilingual is a plus.
• People-oriented and customer-focused.
• Strong problem analysis and problem-solving ability.
• Ability to share solution knowledge effectively.
• Strategic thinking ability.
• Detail-oriented with exceptional organizational skills and the ability to prioritize assignments.
• Ability to produce results quickly and accurately.
• Motivated, independent, and able to work under pressure to meet deadlines.
• Fluent Windows user with a basic understanding of database operation.
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Project management and ACH processing experience is a plus.
• Experience in helpdesk or ticketing systems is a plus.

About Fintech

Fintech, a pioneering accounts payable (AP) automation solutions provider, has dedicated nearly 35 years to automating invoice processing between retail and hospitality businesses and their supply chain partners. Backed by leading investors TA Associates and General Atlantic, Fintech is a leader in this sector. Its flagship product, PaymentSource®, was first built for the alcohol industry to provide invoice payment automation between alcohol distributors and their customers across all 50 states. Today, it is utilized by over 267,000 businesses nationwide for invoice payment and collection associated with all B2B transactions. The platform automates invoice payment, streamlines payment collection, and facilitates comprehensive data capture for over 1.1 million business relationships.

Recognizing operational hurdles, Fintech expanded its payment capabilities to include scan-based trading/consignment selling for vendors and retailers and built an advanced CRM tool to fortify vendor, supplier, and distributor field execution, addressing diverse profit center challenges.