IT Client Service Officer – Bilingual French & English

About the role

We are looking for an IT Client Service Officer who will act as the first line of support for our customers and third‑party providers. The role combines project‑management and business‑analysis tasks to ensure smooth onboarding and integration of clients in a fast‑growing FinTech environment.

Key responsibilities

• Provide 1st‑line support to customers and partners, managing onboarding and integration projects from planning to follow‑up.
• Gather, formalise and communicate functional and technical requirements to guarantee high customer satisfaction.
• Collaborate with sales, product and IT teams to configure accounts, update settings and resolve incidents.
• Continuously improve internal processes and define procedures based on existing policies.
• Work with marketing, sales and product development to ensure a seamless customer experience and identify cross‑selling opportunities.
• Maintain accurate records of all customer interactions and transactions.
• Produce service‑delivery reports covering response times, resolution rates and other support metrics.
• Handle major incident complaints and act as the point of contact for escalations.

Required profile

• Degree in finance, business, technology or a related field (preferred).
• 3‑5 years of client‑care or support experience in a technology‑intensive, preferably financial, environment.
• Strong knowledge of fintech and financial‑technology concepts; Open Banking knowledge is a plus.
• Excellent analytical, problem‑solving and attention‑to‑detail abilities.
• Fluent verbal and written communication in French and English; additional languages are an asset.
• Autonomous, flexible, enthusiastic team player with strong organisational skills.

Required skills