Our Business
FISPAN is an Enterprise SaaS FinTech start-up that allows for banks to deploy embedded financial products and services to create a seamless banking connection for their corporate clients. Our product aims to provide instant scale and reach for banks who want to remove friction and add value by enabling their commercial banking clients to access banking services through their preferred operational software. Founded in 2016 by respected and renowned entrepreneur Lisa Shields, FISPAN is on a mission to create the best product in the FinTech industry, and fundamentally change the way that companies bank. Being the market leader in ERP-banking, we work with the world’s Tier 1 banks with assets exceeding up to $3T, including J.P. Morgan Chase.With our rapid growth and global expansion, we are looking for dynamic and passionate individuals to join our team and inclusive culture. FISPAN recognizes that the differences in each of us is what makes FISPAN a different kind of business. Being a Vancouver based start-up, our modern and scenic office is located in downtown’s historic Marine Building.
Key Responsibilities:
- Maintain a strong understanding of FISPAN software and products to facilitate effective troubleshooting of clients’ technical issues of a complex nature.
- Work with clients and partners to troubleshoot technical support topics including ERP, Platform and Payment related issues
- Provide prompt and professional support across all inbound communication channels (Email, chat, and phone) while ensuring that all SLAs are maintained.
- Consult technical guides, user manuals and other documents to research and implement solutions
- Create new documentation and maintain internal/external knowledge bases
- Collaborate with Tier 2 support and other technical teams to escalate & resolve complex issues and incidents
- Provide advice and training to clients in response to identified difficulties
What you need:
- Education: High School graduation. Technical or payment industry training is considered an asset.
- Experience: At least 2 years in a technical support or customer service role. Experience in the payment/banking industry is considered a bonus.
- Flexibility: Availability to work flexible shifts, typically starting at 5am PST and some statutory holidays
- You need to have strong attention to detail, critical thinking and great judgment. You are the kind of person people call for advice or to have a second look at something important.
- You are proactive in seeking out information, using available resources, and experimenting with different approaches to overcome challenges.
- Superb customer service skills
- You are super interested in technology and how money gets from point A to Point B.
- A second language not necessary but is an asset
- Someone who is wanting to make an opportunity their own
- Looking for growth potential in the role and organization
Why Work With Us?
Our CEO’s previous venture, Hyperwallet, was purchased by Paypal and ranks as one of the largest Canadian acquisitions! All of our Co-Founders are seasoned professionals within their field. Join our team to build your network and engage in mentorship opportunities.
FISPAN’s start-up nature implies autonomy and leadership over projects. Our employees hold a higher level of responsibility and are presented with various hands-on opportunities from the get-go. We want our team to reach their full potential and career aspirations.
We understand that personal growth happens on multiple levels, which is why we encourage a work-life balance to have family time, explore new ideas and develop hobbies. At FISPAN, you can also expect various (virtual) company-wide events and clubs to drive engagement.
Our prime downtown Vancouver office is close to a Skytrain, prestige shopping, and coastal views. FISPAN employees have access to our building fitness centre and amenities, fully stocked cupboards, weekly team lunches, and daily coffee runs. We also set our employees up for success by providing the most modern MacBook and Apple equipment.
Compensation and Benefits Package
FISPAN believes in an atmosphere and culture when innovation can flourish, collaboration and teamwork are valued and transparency is at the core of it all. We want our employees to see how the ideas they help generate today have an impact on how we do business tomorrow.With that, the hiring salary range for this position is $52,860-$60,790 annually; the base pay offered is based on comparable market data from companies of similar employee size, revenue and location.As part of our total rewards offering, permanent employees in this position may be eligible for our competitive semi-annual bonus program, subject to program eligibility requirements.
At FISPAN, we reward employees for achieving their objectives, going beyond the requirements of their job, demonstrating leadership, fostering innovation and advancing the organization as a whole. We value talented people of all backgrounds and characteristics that share our vision of being the number one platform for the business banking ecosystem.
Other components of our towards rewards offerings include support of career development, wellbeing, and personal growth.
- Extended health and dental benefits
- Paid time off
- Savings and retirement plan matching
- Parenthood top-up
- Mentorship programs, and leadership series (to name a few)
Note: The incentive programs, benefits, and perks have certain eligibility requirements and may vary, only be partially or not at all available based on criteria such as location, employment status, etc. We’ll be happy to clarify eligibility for interviewing candidates.
Diversity, Equity & Inclusion
As FISPAN continues to grow, we are committed to celebrating diversity, endorsing equity, and encouraging inclusion. This starts in the recruitment process. All job postings are first evaluated in a gender decoding platform to ensure fair candidate pools. Human Resources and hiring managers also engage in blind-hiring and resume review practices to ensure we are being objective and mitigating any potential biases. FISPAN’S underrepresented groups stand at over 50% with an equal gender balance in our upper manager team, as well. Notably, this position is within the Product department which has our most underrepresented groups representation at over 50% of the department. We aim to make FISPAN the best place to start, explore, and grow a career for everyone.
