Crew Account Growth Specialist

Purpose of the role : MarTrust is a licensed Electronic Money Institution that provides payments solutions and services bespoke to the maritime industry.

The Crew Account Growth Specialist is responsible for ensuring that crew onboarding orders are processed accurately, on time, and in compliance with regulatory requirements, enabling the timely issuance and delivery of crew accounts and cards.

The role also supports business growth through customer engagement, crew and onshore staff awareness initiatives, training and webinars, and reporting related to onboarding, cards, adoption, and account growth.

Qualifications and Education

Include any specialized education and minimum qualifications needed to be able to perform the job.

- Certificate level or Degree

Work Experience

Clarify the minimum years of total work experience and other relevant work experience required to be able to perform the job.

• Minimum 4 years of operations & customer support experience, ideally in a BPO, fintech, payments or maritime environment.

• Experience responding to customer e-mails, receiving and executing customer orders, and managing multiple customer requests against agreed SLAs.

• Experience as a senior team member, in charge of leading/supporting other team members & leading process improvement initiatives

• Experience supporting customer webinars or training sessions. Experience attending face-to-face customer meetings or industry events is an advantage.

• Exposure to Compliance, KYC and/or payment processes in the finance industry will be an added advantage

Skills and Knowledge

Include any specialized skills or knowledge needed to do the job.

• Intermediate MS Excel and back-end software skills

• Strong written customer communication skills, including clear, timely, and professional e-mail responses

• Good English communication and presentation skills

• Organised with the ability to manage several simultaneous requests within SLA’s

• Keen to details, especially when handling customer data, onboarding documents, and order requests

• Problem solving, able to propose and drive process improvement

Job Responsibilities

Explain the principal responsibilities that the job must achieve. Each responsibility statement should explain what is being done, why it must be done and the targeted key results to achieve it. For example, develop and recommend (WHAT IS DONE) sales and revenue budgets in order to meet the planned growth (WHY) by understanding the external environment and internal business direction (HOW).

Customer Communication and Crew Account Order Management

• Act as a customer-facing point of contact for crew account and card onboarding requests, responding to customer e-mails and queries in a timely, accurate, and professional manner.

• Review Compas data for completeness, accuracy, and compliance with onboarding requirements.

• Liaise with corporate customers to obtain required documentation and ensure secure handling of personal data in accordance with GDPR requirements.

• Upload and process identity documents through OCR and supporting verification tools.

• Validate onboarding forms and supporting documents against regulatory and operational requirements.

• Execute & monitor crew account creation/personal data changes and escalate system issues or exceptions to the relevant teams.

• Maintain accurate records and monitor successful completion of account creation activities.

• Monitor onboarding dashboards (Monday.com, Intercom) to prioritize workload and track service level agreements (SLAs) and turnaround times.

• Provide onboarding updates and account status information to customers as required.

Card Order Processing

• Coordinate card ordering, allocation, and delivery activities with customers, vendors, and internal stakeholders.

• Manage direct-to-vessel card deliveries with courier partners and card vendors to ensure timely and accurate fulfillment.

• Provide customers with updates on card orders, shipment status, and delivery schedules.

• Proactively manage card inventory and support customer card replenishment requirements.

Customer Awareness, Webinar Delivery and Crew Engagement

• Coordinate and schedule customer and crew awareness webinars, including webinar setup, invitations, attendee communications and post-webinar session follow-ups.

• Facilitate webinars for crew members and onshore staff, presenting crew account products, features, processes, and practical usage guidance.

• Respond to participant questions during live sessions and through webinar chat channels.

• Maintain webinar materials and ensure training content remains accurate, relevant, and up to date.

• If requested to by your manager, attend and support colleagues at crew conferences and industry events to promote awareness, gather feedback, and support adoption of MarTrust products.

Reporting & Administrative Support

• Prepare, validate, and distribute operational reports and customer data files (e.g., crew masterlists, unfunded accounts, card activation reports, daily onboarding report, etc).

• Ensure accuracy and integrity of operational data used for customer reporting and decision-making.

• Provide administrative and operational support to Compliance team, Customer Support team, Product team and KAMs to improve service delivery & resolve complicated issues.

Senior Role Responsibilities

• Support, coach, and guide team members on day-to-day operational activities and best practices.

• Act as a subject matter expert for crew onboarding and card operations processes and special issues

• Identify, recommend, and support continuous improvement initiatives to enhance operational efficiency and customer experience.

• Deliver training and knowledge-sharing sessions on operational procedures, new processes, and system enhancements.

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