Customer Operations Analyst

  • Yomoni
  • Paris, France
  • Nov 03, 2017
Full time Customer Service

Job Description

About

Yomoni is a management company with technology behind. Since 2015, they have been democratizing savings management by making it simple and affordable. They want to offer sophisticated investment techniques to as many people as possible, thanks to an easy-to-use interface. Incidentally, they hired forty people, raised more than 8 million Euros, and convinced several thousand French to leave them the keys to their savings.

Thanks to Yomoni, people who are not experts in finance place their money as experts, without putting their noses outside and without leaving an arm: everything is done online and the costs are much lower than those of a regular bank. . In concrete terms, Yomoni designs for each of its clients a diversified and low-cost portfolio, with the aim of helping them to save efficiently over the long term, as do the best investors.

They combine technology and management to deliver the best returns to their customers while minimizing their costs. So they do things like asset allocation, portfolio rebalancing, dividend reinvestment, and other financial services that most people find too complicated or too expensive to implement on their own.

Although they are often called robo-advisor by journalists, they feel closer to financial advisors than household robots. They do not use any robot, not even spare. It is therefore real humans who drop the phone when it rings in their Paris office.

Job Description

You play a key role at the heart of operations and customer relations by intervening throughout the entire chain of customer records management:

  • Controls and validation of the contracts opening files (identification of the customer, supporting documents, adequacy of the risk profile, overall consistency of the files, fight against money laundering)
  • Controls and validation of operations related to the life of a customer contract (payments, withdrawals, modification of personal information, modification of management profile ...)

You interact directly with customers by email or phone to collect additional information or parts as needed. 
Through your actions, you take care to guarantee the smooth running of the operations and the respect of the defined quality and performance objectives:

  • Deadlines for opening an account and carrying out transactions
  • Effectiveness of customer interactions

Thanks to your privileged position at the heart of the customer experience, you also contribute to the recovery of the points of blocking and user feedback to allow a continuous improvement of our customer service.

To know more about the details of your missions:

  • Ensure the processing and the follow-up of the files of openings and the operations customers:
    • 1st level controls and validation of the contracts opening files (customer identification, supporting documents, risk profile adequacy, overall consistency of the files, anti-money laundering)
    • Controls and validation of operations related to the life of a customer contract (payments, withdrawals, modification of personal information, modification of management profile ...)
  • Contact customers directly for additional information or supporting documents
  • Help the team to better know and understand its customers to ensure continuous improvement of their experience * :
    • Effectively qualify issues and difficulties
    • Identify and escalate difficult cases causing a bad customer experience
    • Share your feedback and proposals to improve processes and customer journeys

Training & Perspectives:

  • At Yomoni, you will receive initial training and ongoing coaching to help you achieve your goals and the level of excellence we seek
  • You will be evaluated regularly on the basis of clear and shared objectives
  • You will evolve on the perimeter and the depth of the actions supported according to your performance, your progress and your motivation

Required profile

  • Training Bac +2 to Bac +3 with (or wishing to acquire) a financial qualification
  • 1st experience in financial services and / or customer administration

Aptitudes and "know-how" expected

  • Efficiency and rigor : you are able to follow tasks while maintaining a high level of attention and concentration on a file
  • True sense of customer service : you always think about the impact each action / inaction could have on the customer
  • Team spirit and ability to make clear and effective reports to facilitate collective work
  • Good agility in the use of various web and office tools
  • Appetite for the world of savings management and client operations
  • Willingness for progress and constant improvement in his work

What we offer

  • An attractive remuneration to be defined according to your profile and your experience
  • The passage of the AMF Certification and associated training
  • Regular coaching of your manager to ensure a constant progression of skills
  • Restaurant tickets
  • A subscription among the following choices: Spotify, Netflix, Les Echos, Challenge