Senior Client Services Executive

2 weeks ago

High Wycombe, United Kingdom Ebury Full time

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.

**The Client Services team** handle 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 senior 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 knowhow, 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**:

- Direct responsibility for the operational success of a portfolio of accounts including:

- Day to day servicing and trading/payment support (banking queries, technical assistance)
- Proactive management of the client's needs in terms of process improvements and commercial

opportunities whilst working with commercial counterparts to deliver successful overall

management and growth of accounts
- Management and delivery of service reviews/MI reports/client service assessments and KPI

capturing
- Handling escalations
- Managing implementations/early-stage integration for new accounts
- Quality checking/reports/data/processes where required
- Ambassador for product and service
- Be a senior representative on the front line for the product/service, but also internally to the

team. You'll know the product inside out, and set the standard for industry-leading customer

service
- Team training/mentoring where required
- Technical support
- Presentations and live client demos/training as necessary
- Technical sales assistance where required
- You may be required to carry out duties outside of the responsibilities listed as may be necessary from

time to time

Ebury Mass Payments Ltd

Ebury Mass Payments Limited is Authorised and Regulated by the Financial Conduct Authority for the provision of payment services (FRN 577057)
and also regulated by HMRC (MLR12572236). Ebury Mass Payments Limited is a registered company in England and Wales, number 07061945

**About you**:

- Leadership and client manner
- You naturally set the tone for world-class client

support/service and instil confidence when dealing with

external clients or internal stakeholders
- You have demonstrable success and experience within a client facing function with some

account management experience
- Drive to solve issues/improve the experience - think and act on how the account/relationship

can develop
- Sensitivity to tailor service to different clients/accounts with their distinct requirements/ways of

operating
- Eye for detail
- 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
- Strives in high pressure/pace environment
- Proven 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/platforms/teams to find solutions
- Commercial awareness
- Confidence to promote the company offering and awareness to identify and flag new

opportunities to grow new and existing key accounts
- Experience with Microsoft suite (particularly excel) advantageous but not essential
- Interest in currency markets helpful advantageous but not essential

efc

LI-AK1

LI-Onsite

**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 with a presence in more than 20 countries worldwide. Cultural diversity is part of what makes Ebury a special place to be. From Sao Paulo to Dubai, Bucharest to Toronto, we enjoy sharing team experiences and celebrating success across the Ebury family.

Hard work pays off: in 2019, Ebury received a £350 million investment from Banco Santander and has won internationally recognised awards including Financial Times: 1000 Europe's Fastest-Growing Companies.

None of this would have been possible without our proudest achievement: our great people. Enthusiastic, innovative and coll

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