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** 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 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 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**:
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

**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 preemptively
- Strives in a 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 is helpful advantageous but not essential

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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 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 hel

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