MONIKA BUIVYDAITĖ

Oversee a portfolio of priority corporate clients with a focus on Cash Management solutions.

Collaborated with cross-functional teams to ensure timely delivery of projects or exceeding client expectations.

Prepare and manage required documentation, coordinate with stakeholders, and participate in client meetings and business trips to maintain strong relationships and deliver exceptional service.

Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

• Supporting merchants when they experience integration or payment processing issues, share knowledge on kevin. products and their possibilities.
• Being a part of building the procedures for the role and across the various departments.
• Working as a Customer Service in a start-up fintech, you are responsible for accounts management, monitoring and building relationships with clients, also identifying when new processes within the company are needed, and owning their development and integration.
• Being a team player but also owning the initiatives.

• Responsible for delivering, managing and implementing Customer Education program and it’s strategy, delivering high-quality educational content to customers to ensure that they acquire the knowledge needed to successfully adopt our software, as well as, taking care of one-to-many send-outs (e.g., new features, API updates, etc.).
• To ensure that our customers have a comprehensive understanding of our products, also having close collaboration between teams, including product, sales, engineering, customer success, and customer support.

• Advise large corporate clients on their integration with the bank set up, possible adjustments, errors prevention.
• Working with client integrations via SFTP or AS2 connections, troubleshooting and problem-solving various situations in relation to the integration.
• Testing ISO 20022 format files for formatting errors as well as ensuring their smooth flow through set up company integration with the bank.
• Accompanying Client Service Managers in meetings with clients when technical advice/explanation is needed.

• Advise our large corporate clients due to their accesses and authorizations in the SEB Electronic Banking platform.
• Advice on ISO 20022 format payment files (as well as local formats - Bankgiro, BACS, NETS) formatting, payment flows, rejection reasons, and changes that need to be done to avoid rejections.
• Also advising on needed agreements and checking clients set up.
• Providing problem solving solution to ensure payments are getting executed.
• Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
• Collaborated closely with cross-functional teams to ensure comprehensive resolutions for clients'' concerns.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for services and company information.