Senior Client Services Executive - High Wycombe, United Kingdom - Ebury

Ebury

Verified Company

High Wycombe, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top FinTechs to work for by Glassdoor and AltFi.

We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.

The Client Services team handles all day-to-day relations and service delivery for Ebury's Mass Payment clients. All late-stage and post-sales support - e.g. service solutions building and mapping, implementation/client training, enquiry handling and account management is delivered through this core function of the business. The team services a rapidly growing book of enterprise-level accounts with complex servicing and payment needs and is experiencing a period of exciting growth.

Forming part of our service desk, you'll be a senior point of contact for all major corporate clients providing daily operational and trading assistance.

You'll have a combination of client facing skill/experience, operational know how, and problem-solving abilities in order to support the day
- to-day relationship of these key corporate accounts, expertly switching between each as needed. You'll be at the forefront as an ambassador for the product and our industry-leading service in a key growth division of the business.

Responsibilities:

Direct responsibility for the operational success of a portfolio of accounts including:

Day to day servicing and trading/payment support (banking queries, technical assistance)
Proactive management of the client's needs in terms of process improvements and commercial opportunities whilst working with commercial counterparts to deliver successful overall management and growth of accounts
Management and delivery of service reviews/MI reports/client service assessments and KPI capturing
Handling escalations
Managing implementations/earlystage integration for new accounts
Quality checking/reports/data/processes where required

Ambassador for product and service

Be a senior representative on the front line for the product/service, but also internally to the team. You'll know the product inside out, and set the standard for industryleading customer service
Team training/mentoring where required

Technical support

Presentations and live client demos/training as necessary
Technical sales assistance where required

About you:

Leadership and client manner

You naturally set the tone for worldclass client support/service and instil confidence when dealing with external clients or internal stakeholders
You have demonstrable success and experience within a client facing function with some account management experience
Drive to solve issues/improve the experience think and act on how the account/relationship can develop
Sensitivity to tailor service to different clients/accounts with their distinct requirements/ways of operating

Eye for detail

Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients accuracy of work is particularly key
Helping clients identify issues preemptively
Strives in a high pressure/pace environment
Proven ability to excel, or previous experience within, a busy clientfacing environment with significant monthly workload peaks:
Managing workload around tight time constraints
Confidence liaising and mediating between multiple internal departments/platforms/teams to find solutions

Commercial awareness

Confidence to promote the company offering and awareness to identify and flag new opportunities to grow new and existing key accounts
Experience with Microsoft suite (particularly excel) advantageous but not essential
Interest in currency markets is helpful advantageous but not essential

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About Us

Ebury is a FinTech success story, positioned among the fastest-growing international companies in its sector.

Founded in 2009, we are headquartered in London and have more than 1300 staff with a presence in more than 20 countries worldwide.

Cultural diversity is part of what makes Ebury a special place to be.

From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.

Hard work pays off:
in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including
Financial Times: 1000 Europe's Fastest-Growing Companies.

None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and collaborative teams, always ready to disrupt and revolutionise the fast-paced FinTech sector.

We believe in inclusion. We stand against discrimination in all forms and have no tolerance for the intolerance of differences that makes us a modern and successful organisation. At Ebury, you can be whoever you want to be and still feel a sense of belonging no matter your story because we want you and your uniqueness to hel