Who is Fortress?
Fortress Blockchain Technologies is a fintech company building the foundation
for our digital futures. The company spans traditional markets and banking,
neo-banking, blockchain technologies, cryptocurrency, NFTs, and metaverses
through a suite of services and REST APIs. With our products and APIs, clients
can build their platforms with a backend to service everything they would need
to modernize with our burgeoning digital economy.
Job Summary:
Fortress is seeking a hard-working and self-driven individual to join our
energetic, forward-thinking
Customer Operations team. We are a rapidly growing, challenger fintech company
in Summerlin with
emphasis currently on payment processing for both consumer and business
accounts.
In this role, you'll be responsible for several tasks. We're looking for a
jack of all trades, who need not
be a master of anyone. By title, you'll be working in customer service, but we
also believe the role is
so much more than an entry-level customer service role. A few examples besides
answering emails,
phone calls, or chats, you'll be working with other teams, helping open
settlement accounts for high-value entities, and helping our compliance team
with customer onboarding. The list goes on.
As a key member of the Customer Operations team at Fortress, you will be
responsible for day to day operations including, but not limited to:
Providing exceptional and timely support to customers via email, chat and
phone
Multi-tasking across multiple systems and applications including Zen Desk
and internal customer
tooling
Coordinating and building relationships with other departments
Troubleshooting technical issues
Assisting businesses with completing sign up process and uploading
required documentation during sign up process
Taking on any special projects for the business that may need extra
attention
Providing support to sales, operations, funds processing, compliance, and
dev teams
Facilitating a deep knowledge and understanding of our products
Continuously developing skills and industry knowledge to enhance the value
of all customer interactions
Job Requirements and Skills
Communication Skills – Excellent communication, written and oral.
Communicates well with peers, colleagues (including leadership), and
clients on a regular basis. Ability to convey messages and ideas concisely
and effectively with professionalism.
Driven to provide the best customer experience and continually improve
performance
Feedback Driven – Open to feedback and always striving for self-
improvement. Collaborating on feedback and improvement plans with your
direct leader
Planning, Organizing, Time Management, Prioritization – Can plan personal
timeline to meet specific task goals. Understands the requirement to be
organized and work in an organized fashion. Works efficiently with a pre-
defined schedule or set of existing priorities but can also effectively
prioritize situations and emergencies.
Work Style, Ethic and Initiative – Works well independently and in groups.
Demonstrates ability to communicate and work accordingly with other
departments and external businesses. Able to stay focused and maintain
drive throughout a busy and heavy workflow. Self-motivated, and
understands what needs to be done without requiring instruction
Critical Thinking & Problem Solving – Identifies constraints, bottlenecks,
and potential problems for a variety of internal and external processes
with little to no clear resolution. Consistently taking ownership of
problems while providing a solution with appropriate
documentation/explanation. The ability to understand complex situations
and drive to a meaningful outcome.
Detail Oriented – Ability to address details specific to individual tasks
as well as understanding the big picture associated with given task.
Conflict Resolution – Able to address conflicts internally and externally
related to tasks/processes for which they have direct ownership of
Familiarity with Zendesk or other CRM systems
Desired Qualifications & Experience
Bachelor's degree preferred
2+ years of customer service experience
Prior knowledge and experience working in the fintech industry
Must have open availability to work early mornings, nights, and weekends
Desire to work in a fast-paced environment that evolves with customer
needs
Must be located in the Las Vegas/Henderson area
Salary: TBD (Based on Experience)
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