Job Ref: 214496310

Date: 2021-08-23 17:07:59

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The Role

Working as part of the Mass Payments team from our office in High Wycombe, we are looking for someone with demonstrable experience in client servcing/customer service and account management to join our exceptional client service function.

This is an excellent opportunity to join a rapidly growing, international company in a role which offers professional growth and career progression.

The Client Services Executive will 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 day-to-day relationship of these key corporate accounts, expertly switching between each as needed.

You’ll be servicing the primary revenue and growth area of the business at an exciting time for the company, at the forefront as an ambassador for the product and service.

About you:

Leadership and client manner
o You naturally set the tone for world-class client support/service and instil confidence when dealing with external clients or internal stakeholders
o You have demonstrable success and experience within a client facing function with some account management experience

Eye for detail
o Dealing with live currency trade booking, banking information, figures and high value/volume payments and clients – accuracy of work is particularly key
o Helping clients identify issues pre-emptively (e.g. payment dates, banking data etc.)

Strives in high pressure/pace environment
o Ability to excel, or previous experience within, a busy client-facing environment with significant monthly workload peaks

Managing workload around tight time constraints
▪ Confidence liaising and mediating between multiple internal departments 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
▪ Have the capacity to manage different types and nature of enquiry simultaneously across
several platforms and for different type of clients
▪ Resolve client issues as they arise

Ability to multitask/prioritise – working around daily deadlines

Commercial awareness
o Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts. This could be in terms of new currency requirements/ upcoming client needs, working with sales/commercial teams as appropriate, highlighting developments & improvements to the product to our clients etc.
o Head for numbers – confidence dealing with numbers – exchange rates, profit margins and an awareness of commercial implications

Drive to solve problems
o Self-starter 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

– Experience with Microsoft suite (particular excel) helpful
– Interest in currency markets helpful

Responsibilities:

Direct responsibility for the operational success/day-to-day support of a portfolio of accounts
o Taking full ownership of your accounts and accountability for their operational success
▪ Proactive analysis of the client in terms of process improvements, commercial opportunities, etc

Production of MI reports and working with commercial counterparts to deliver successful management and growth of accounts
o Management and delivery of service reviews/client service assessments and KPI capturing
o Handling escalations
o Managing implementations for new accounts
– Team training/mentoring where required
– Quality checking/reports/data/processes where required
– Payment platform/ operational support

o Assist clients in all stages of relationship from early-stage integration/onboarding through to daily
trade booking/support
o Presentations and live client demos/training as necessary
– Product awareness
o Be a representative on the front line for the product/service, but also internally to the team. You’ll know the product inside out, and will be able to deliver industry-leading customer service

– Answering client daily banking enquiries
o Payment queries – investigating payment issues/ liaising internally for banking
updates/confirmations and accurately conveying updates to clients
o Highlight currency-specific banking/payment requirements and building personal knowledge on
Ebury currency suite to help clients (particularly in more exotic currency markets)

– Relationship management
o Keeping the ‘client experience’ a priority – demonstrable customer service awareness/experience.

Drive to solve issues/improve the experience – think and act on how the account/relationship can
develop
o Ability to tailor service to different clients/accounts with their distinct requirements/ways of operating

About Us

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

Ebury is a Global FinTech: we apply new technologies to enhance and automate financial services and processes. This allows small and medium-sized businesses to trade and transact internationally by eliminating boundaries related to more traditional procedures.

Founded in 2009, we are now positioned among the fastest-growing companies in the sector. Headquartered in London, we have more than 1000 staff covering over 50 nationalities (and counting!) working across more than 27 offices worldwide and serving more than 45,000 clients every day.

Hard work pays off: Ebury has just received a £350 million investment from Banco Santander and has won over 20 internationally recognised awards such as the Growing Business of the Year 2019: Larger Company (Turnover £50m+) and Financial Times: 1000 Europe's Fastest-Growing Companies (which we have been awarded twice: 2017 and 2019!).

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 help write our future

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