Client Services Representative

Who We Are

Moneycorp is a thriving dynamic business with an excellent reputation helping Corporate and Private Clients with their FX and International Payments requirements for over 40 years. As a globally expanding business, our footprint covers UK & Ireland, Europe, USA, Canada, Hong Kong, UAE, and Brazil!

With our extremely rare single IBAN multi-currency account, we are able to assist with a variety of different payment needs, including business payment solutions, personal payments abroad (for example buying a property), travel money, as well as the ability to offer interest on deposits. Supplementing this, we also support the global supply chain of wholesale banknotes through our Financial Institutions Group (FIG) and partnership with the US Federal Reserve Bank, to build deeper payment relationships with international banking customers.

It is through obtaining our own banking and payment licenses, the acquisition of two banking platforms and access to 16+ liquidity providers that we are able to proposition a trailblazing FinTech payment infrastructure that simplifies our customer’s diverse business needs and reduce their costs. There is no doubt that we are a major player and differentiated ourselves in a continuously evolving and competitive industry.

With 500+ employees, Moneycorp prides itself in attracting some of the world’s top talent and the people who work at Moneycorp are truly behind its continued success. As Moneycorp continues to expand into new territories, there are considerable opportunities for growth for newcomers and the learning possibilities are endless. We welcome you to be part of a team which has a passion for the business, all within a collaborative and supportive working environment that has ultimately translated to a unique exciting business.

Your Next Challenge

We are currently seeking a Client Services Representative, who will be our customers’ first point of contact, providing expert service for all queries relating to their account and their transactions, ensuring their concerns and queries are put at ease by the positive, friendly voice at the other end of the phone.

You will provide exceptional support and service to clients by addressing customer inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving. You will ensure queries are resolved efficiently and that customers have a positive experience in all interaction with us becoming advocates of Moneycorp.

Key Accountabilities

Customer Queries

• The first point of contact for all customer queries through our various support channels, resolving them by using your initiative as opposed to reading from a script
• Collaborating with colleagues across departments to fix problems that are just too tough for one person to crack
• Tracking down information for colleagues in various business areas
• Ensuring all customer communications are logged appropriately and referred to other business units where required
• Taking personal ownership over the customer experience
• Ensuring customers receive great service and leave satisfied
• Handling customer escalations where needed and resolve complaints appropriately

Customer Loyalty

• Speaking positively and enthusiastically about the company and its products and services
• Ensuring that a professional company and brand image is provided at all times to customers and colleagues
• Providing professional, effective and consistent communication to customers to meet their expectations and increase brand loyalty.

Maintain Company Standards

• Ensuring all original documentation received is recorded, scanned and archived.
• Complying with our policies and procedures at all times.
• Actively looking for business improvements and taking to management what you find

Ensure all tasks are dealt with in line with team KPIs

• Assisting with project work › Helping with the testing and development of new systems/processes

Knowledge and Experience:

• Experience in a Customer Service /middle office role would be great, but not a necessity if you’re a quick learner
• Experience communicating via telephone and email

Language Skills:

• Excellent English, written and verbal is essential

Skills and Competencies:

• You’ll need clear written and verbal communication skills
• Excellent and empathetic listener
• Good organisational skills notably prioritisation
• Strong numerical skills
• IT literate, good with word processing, spreadsheet and email packages
• Excellent attention to detail

Personal Attributes:

• Approachable and personable
• Positive demeanour
• Professional
• Takes initiative
• Enjoys working as a team
• Calm under pressure and enjoys a fast paced environment

The successful candidate will be part of a dynamic team and work in a fast-paced environment, catering to a diverse mix of stakeholders with varying needs. Therefore, the ideal candidate should be a self-starter, as there is an opportunity to make an immediate and tangible contribution to the business.

What you get in return:

This role offers a competitive salary, plus a benefits package including private medical health insurance.