Client Servicing Executive

Job Description

Ebury is seeking a Client Servicing Executive to join their team in High Wycombe. Ebury is a leading global fintech company that empowers businesses to trade and grow internationally.

The Client Servicing Executive will be part of the service desk, serving as a point of contact for major corporate clients, providing daily operational and trading assistance. The ideal candidate will possess client-facing skills, operational knowledge, and problem-solving abilities to support the day-to-day relationships of key corporate accounts.

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
• 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

Requirements:

• Eye for detail
• 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

What Ebury Offers:

• Hybrid work model (4 days in office, 1 day remote)