To start off, could you introduce yourself and tell us about your role at finby?

My name is Rebeka, and I’ve been working at finby for a year and a half. I’m a Junior Account Manager, responsible for most of our local clients. My role is to support our clients with whatever they need as part of our cooperation-from handling their day-to-day requests to finding the right payment solutions for their business. I also work closely with our internal teams to make sure we can resolve client requests as efficiently as possible.

You studied Marketing and Sales in Denmark. What did your studies teach you, and do you still use anything from them in your current role?

Studying in Denmark definitely gave me a lot. Apart from gaining knowledge in various areas, what I value most is how much it improved my communication skills, especially in English. It was also a great preparation for the real working environment. During my studies, I worked in teams with people from different nationalities and tackled a wide range of case studies based on real-life situations.

I see a clear parallel with my current role. I also deal with new challenges every day, but the difference is that I’m now working with real clients. That’s why being able to communicate effectively and look at a problem from different perspectives is so important in my work.

Before joining finby, you worked in marketing. What made you decide to move into account management and online payments?

I’ve always wanted to try working as an Account Manager, mainly because of the direct contact with clients and the opportunity to work with interesting people from different areas of business. What I like most about account management is being actively involved, helping clients, and finding solutions when they need support.

To be honest, before joining finby, I didn’t know much about the world of online payments. Today, I see it as a very complex and constantly evolving industry. These days, it’s hard to imagine any business operating without online payments, which is why I see finby as a great environment where I can keep learning, take on new challenges, and continue developing professionally.

You started as an assistant to the Account Managers and now manage your own clients. When did you first realise, “This is the job I want to do”?

It was a gradual process. As I started communicating with clients, I realised that this was the part of the job I enjoyed the most. Over time, I was given more responsibility, and I realised that I really enjoy working with people while also having the opportunity to broaden my knowledge and gain a better understanding of different areas of the business.

“Every client brings a different challenge, so there’s always something new to learn. I’ve also learned that even in stressful situations, open communication and the right perspective can make all the difference.”

You work with clients in Slovakia, the Czech Republic, and Poland. Have you noticed any differences in how they communicate or in what they expect from a payment partner?

Yes, there are definitely some differences, although of course every client is unique. I’d say Czech and Slovak clients are quite similar when it comes to communication. With Polish clients, I’ve noticed that they tend to be more direct and appreciate quick and open communication.

Overall, though, all clients expect the same key things from a payment partner-reliability and a willingness to help whenever they need it.

 

What do you enjoy more about account management-building long-term relationships or tackling new challenges that clients bring?

Definitely a combination of both. Since I haven’t been working as an Account Manager for very long, building long-term relationships is still relatively new to me. What I really enjoy about it, though, is seeing trust develop over time and knowing that a client can rely on me when they need support.

At the same time, I also enjoy the fact that every client brings different challenges, so I’m never dealing with exactly the same thing twice.

For most people, online payments are just a “Pay” button. What have you realised at finby that actually goes on behind the scenes?

There are a lot of processes behind every successful payment that the customer never sees-from technical integration and communication between different systems to verification and security mechanisms, and finally the processing of the payment itself.

What surprised me most is how many different details can affect whether a payment goes through successfully or not. From the customer’s perspective, it takes just a few seconds and one click, but behind the scenes, it’s a fairly complex process that needs to work seamlessly on multiple levels.

When a new client comes on board, what’s most important to you during the first few weeks of working together?

For me, it’s important to give the client the feeling that they can always reach out to me whenever they need something. This is especially important for new clients who may not have much experience with online payments.

It’s also important to understand their business and their specific needs so that I can provide the best possible advice and support going forward. I believe that when a client feels from the very beginning that they can rely on us, it creates a strong foundation for a long-term partnership.

The payments landscape is changing very quickly. What do you think is the biggest topic merchants are dealing with today?

I think one of the biggest topics for merchants today is how to offer customers the most convenient payment experience possible. Customers are becoming more demanding and expect payments to be fast, seamless, and ideally made using a method they’re already familiar with.

At the same time, new local payment solutions are expanding quickly, which can make it challenging for some merchants to understand which options are actually relevant to their customers. That’s why it’s important for merchants to offer the right payment methods for each market they operate in.

If you could give one piece of advice to someone starting in a junior role at finby today, what would it be?

I’d recommend not being afraid to ask questions and taking an active interest in things you don’t fully understand yet. There’s a lot to learn in this field, and it’s completely natural not to have all the answers when you’re starting out.

Since the work is very dynamic, especially in account management, every day can be different, and so can the needs and requests of your clients.

Personally, I’ve learned that even when a situation gets challenging, it can usually be resolved through open and honest communication.

Looking back on your journey at finby so far, what are you most proud of?

I’m most proud of how much more independent I’ve become over the past year. When I first started, I often relied more on the help and experience of my colleagues because I wasn’t always confident in how to handle certain situations. Today, as an Account Manager with more experience under my belt, I’m able to resolve many things independently.

At the same time, I’ve also learned how to handle more stressful situations better. I’m now able to step back, look at things with a broader perspective, and approach them with more calm and confidence.