Client Operations Representative
Viva.com · Berlin
Viva.com is the first Tech Bank in Europe for businesses, serving 31 countries through its pan-European critical infrastructure for payments & banking services.
Viva.com’s offering spans omnichannel payment acceptance, deposit accounts, card issuing, and a broad suite of financing solutions, providing businesses of all sizes and sectors with the tools they need to operate efficiently, both domestically and internationally, through a single integrated platform.
Viva.com pioneered and leads in Tap on Any Device technology, enabling acceptance on any Android device or iPhone, while connecting directly to all major international and domestic card schemes, local payment systems, and alternative payment methods across Europe.
The Role
As part of the Operations Team, you will play a key role in supporting merchant acquisition and business growth by identifying and qualifying new merchant opportunities, engaging prospective and existing merchants, and driving successful onboarding, activation, and long-term customer growth.
Responsibilities:
- Conduct market and account research to identify, qualify and prioritise high-potential merchant prospects based on defined targeting criteria and commercial priorities, leveraging approved lead-generation and research tools;
- Initiate prospect outreach, arrange qualified introductory meetings and coordinate lead handovers and follow-ups with the relevant Commercial teams;
- Manage and follow up on merchant requests through the Business Admin Request App, coordinating cases across Account Operations, Tech & E-commerce, KYC and Order Management to ensure timely resolution;
- Handle a wide range of operational, technical and order-related requests, including account maintenance, POS and transaction issues, payment-method activations, integration errors, antifraud reviews, cancellations, returns and card/POS orders;
- Maintain accurate and up-to-date prospect and merchant records in CRM and internal systems, ensuring data quality and consistency;
- Review registration leads and process lead assignment requests in accordance with management-defined criteria, ensuring appropriate allocation to Sales Representatives;
- Prepare, validate and communicate daily Sales performance and campaign reports, monitoring Opportunities, Phone Calls and Appointments, identifying gaps against established targets and following up with the relevant Sales Representatives;
- Support prospective and existing merchants throughout registration, onboarding and payment-acceptance setup, collaborating with Commercial, Operations and other internal teams to ensure effective service delivery and adherence to approved procedures.
Requirements
- Previous experience in a customer-facing role, ideally in payments, financial services, fintech or a similar environment;
- Strong communication skills, particularly over the phone, with confidence in engaging both prospective and existing customers;
- Customer-oriented mindset with a proactive approach to onboarding, activation, relationship management and problem-solving;
- Commercial awareness and the ability to identify customer needs, recognize prospect opportunities, and support business growth;
- Comfortable working with CRM systems and other digital tools;
- Ability to collaborate effectively with other Commercial units, Customer Support, Risk, Compliance and other internal teams;
- A hands-on, solution-oriented mindset with a strong sense of ownership and Strong organizational skills;
- Fluent German (C1/C2) and good English communication skills.
Benefits
- Permanent contract via an Employer of Record (EOR).
- An attractive performance-based bonus (linked to individual targets and boosted by collective goals).
- The opportunity to work with a highly motivated team in a dynamic, fast-paced environment.
- The opportunity to work at an international fintech company with strong cultural diversity.