Client Services Executive - High Wycombe, United Kingdom - Ebury

Ebury

Verified Company

High Wycombe, United Kingdom

1 week ago

Posted by:

Tom O´Connor

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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.

Client Services Executive

High Wycombe
Ebury Mass Payments (EMP) is the premier non-bank provider of high volume currency and payment solutions.

The division operates in 5 of the 24 Ebury offices and has made a recent acquisition which will dramatically accelerate growth.

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 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:

Playing a key part of our busy front-line support desk and call handling function

Answering a wide range of client daily enquiries including:

Technical mass payment platform support and troubleshooting
Currency trade execution and pricing for clients
Payment and banking queries investigating payment issues, liaising internally for banking updates and accurately conveying updates to clients
Currency guidance you'll have extensive knowledge on Ebury's global currency suite to help clients (particularly in more exotic currency markets)
Routing, responding to, and escalation of tickets (where needed) with exceptional case management/documentation against KPIs

Acting as ambassador for our brand and product

Be a representative on the front line for the product/service. You'll know the product inside out, and will be able to deliver exceptional customer service
Keeping the 'client experience' a priority, and managing your own book of accounts where necessary
Drive to solve issues and improve the experience thinking and acting on how the account and flag opportunities
Assisting on serving our major accounts and being part of dedicated service teams
Presentations and live client demos/training as necessary
Internal/client facing performance reporting and data/process analysis
You may be required to carry out duties outside of the responsibilities listed as may be necessary from time to time

About you:

Eye for detail:

You'll be 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 (e.g. payment dates, banking data etc.). Truly owning client issues and queries to see through to resolution, you'll be the type of person to fully takes on challenges to completion
Strives in high pressure and pace environment
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/teams/platforms to find solutions
Confidence in dealing directly with clients as an ambassador for the brand and product in terms of your service approach and interpersonal skills
Ability to tailor service to different clients/accounts with their distinct requirements/ways of operating

Commercial awareness:

Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts.
Head for numbers confidence dealing with numbers exchange rates, profit margins and an awareness of commercial implications

Drive to solve problems:

Selfstarter with the initiative and ability to 'get stuck in'
Confidence to find solutions working with teams internally take ownership of client issues/ queries and see through to end
Curiosity to take ownership of your development and wider learning within Ebury
Experience with Microsoft suite (particularly excel) or Google Suite advantageous but not essential
Interest in currency markets is 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 wit