Operations and Customer Support - London, United Kingdom - Alchemy Prime Limited

Description

• Onboard new customer accounts and open approved accounts in the system.
• Monitor existing accounts.
• Identify and escalate issues with the relevant teams to ensure a high level of service is provided to customers at all times.
• Develop and maintain longterm relationships with customers and identify opportunities to grow business with existing customers.
• File management, ensuring accuracy of data.
• Maintain adequate knowledge of internal systems/processes, identify and control gaps.
• Assist the Operations team with the reporting requirements for each business area and work collaboratively with various departments to ensure ongoing reporting continues to meet business needs.
• Support the design, documentation and development of processes arising from new technology.
• Support management in the production and update of various customer service and operations procedures.
• Identify and escalate inquiries, such as trade issues, to the relevant department promptly.
• Process customer withdrawal and deposit requests.
• Identify and pass on potential leads to sales.

As a Customer Support Agent, you will play a strategic role by contributing to the development of the customer support department, our internal tools, procedures, processes, and tracking metrics.

You will also participate, in conjunction with senior support management, in the formulation of solutions for customer support service provision based on customer feedback.

You will be instrumental to building the company's reputation and customer loyalty by acting as a bridge and facilitating an effective and balanced relationship between the 1st Line Business and 2nd Line Risk & Compliance Functions.

The customer service team is at the core of the company's success, which will allow you to develop skills and impact the company's bottom line while forging meaningful connections with your teammates and customers.

• A strong interest and a sound understanding of the FX market, industry, and processes, previous experience is preferred.
• Excellent ability to communicate effectively, both verbally and written to those at all levels of the organisation.
• Demonstrate an ability to build and foster working relationships with employees at all levels of the organisation.

• Assurance mindset be able to identify risks in processes and reconciliations and articulate/resolve/mitigate these within the control framework.
• Embrace new technologies and change.
• Communicator to provide clear and meaningful interpretation of analysis conducted.
• Stakeholder management be able to understand operational stakeholder's needs and requirements in order to provide excellent customer service. To understand the correct balance between challenge and support of these stakeholders in order to raise both the profile and external perception of the team.
• Collaboration working across internal and external teams in multiple locations to deliver improvements and best practice within the team.
• Self

• Wellorganised, adaptable, and resilient.
• Respond to challenging priorities with a sense of urgency and pace. Ability to work under pressure.
• Solution driven creative thinker, open to change and different ways of doing things.
• Excellent attention to detail

• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Flexitime
• Gym membership
• Life insurance
• Private medical insurance
• Sick pay
• Work from home

• Monday to Friday

• Bonus scheme
• Performance bonus

• FX/ Trading: 1 year (preferred)