Job Description

Customer Support Specialists are at the heart of our business and the first point of contact for all inbound consumer contact and queries (e.g. phone or email). The role provides a first call - first contact resolution wherever possible within agreed service levels and ensures that every client experience is a great experience and that all clients are treated with respect, integrity and professionalism. Consumer Enquiries

• Respond to inbound consumer registration queries providing clear explanations of online registration and possible documentation requirements;

• Respond to inbound queries relating to the usage of the XE online platform.

• Respond to inbound email enquires.

• Handle and overcome objections appropriately clearly articulating features, advantages and benefits of the service.

• Engage with clients to identify and understand their requirements - referring more complex enquiries/issues to relevant teams, adhering to business processes and guidelines.

• Handle incoming small business phone calls as appropriate and route to the correct teams

(e.g. client services);

Post-Trade Enquiries:

• Outbound customer service support (including responding to emails, chasing up outstanding information for clients, diarising future contact).

• Liaise with the appropriate internal team to ensure query resolution in a timely and professional manner, taking ownership and escalating if required.

• Resolve lower level complaints using established objection handling techniques and determining

• appropriate way forward on a case by case basis (this includes assessing the value of the customer and offering gestures of goodwill as resolution where appropriate to do so).

All customer contact:

• Put the customer at the centre of everything that we do, demonstrating brand values through all contact with the customer;

• Gather information about clients current and future requirements promoting and suggesting additional XE and affiliate/partner services as appropriate;

• Ensure company CRM systems are accurately updated to show a clear audit trail of all client contact (written and verbal);

• Route enquiries and queries to the correct team, according to business processes and guidelines;

• Build and maintain effective working relationships internally to ensure prompt query resolution for the customer, referring queries as required;

• Treat customers fairly living out our core values of customer excellence, respect and integrity;

• Achieve personal/team SLAs and productivity targets.

REQUIREMENTS

• A recent graduate that has the aptitude to develop strong customer service skills
• Excellent communication skills (including phone, face-to-face and written);
• Great attitude towards providing the best possible service;
• Ability to clearly articulate features, advantages and benefits FABs of products and services;
• Able to resolve customer issues, queries and complaints in calm, courteous and professional manner;
• Must be able to demonstrate strong attention to detail and numeracy skills;
• Experience of delivering against service level agreements (SLAs) and personal/team targets;
• Must be a team player.
• Previous experience within banking / financial services (customer services) would be advantageous

BENEFITS

• Competitive salary
• Compelling health and wellness benefits
• 401K Retirement Plan
• Stock Option Plan
• Generous Paid Time Off
• Free Food & Snacks