Customer Account Director

2 weeks ago

High Wycombe, Buckinghamshire, United Kingdom Ebury Full time

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 pre-emptively (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 client-facing 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:

  • 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
  • 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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