Client Servicing Executive

2 weeks ago

Singapore Ebury Full time

Ebury is a hyper-growth FinTech firm, named in 2021 as one of the top 15 European Fintechs to work for by AltFi. We offer a range of products including FX risk management, trade finance, currency accounts, international payments and API integration.

**Client Services Executive**

**Location - Singapore**

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 knowhow and problem-solving abilities. In order to support the day-to-day relationship of our key corporate accounts, you will possess these qualities with the ability to expertly switch between each as needed. You'll be servicing the primary revenue and growth area of the business at an exciting time for the company. You will act as an ambassador for the product and service at a customer facing level.

**About you**:

- A passionate individual with a strong interest in client servicing
- Prepared to go the extra mile to exceed customer expectations and experience
- Desire to deliver best in class service, to support our industry leading offering
- Strong written and verbal communication skills
- Strives in high pressure/pace environment
- Ability to excel within a busy client-facing environment with significant monthly workload peaks (previous experience preferred)
- Managing workload around tight time constraints
- Confidence liaising and mediating between multiple internal departments 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
- Have the capacity to manage different types and nature of enquiry simultaneously across several platforms and for different type of clients
- Resolve client issues as they arise
- Ability to multitask/prioritise - working around daily deadlines
- Commercial awareness
- Confidence to promote the company offering and awareness to identify new opportunities to grow new and existing key accounts. This could be in terms of new currency requirements/ upcoming client needs, working with sales/commercial teams as appropriate, highlighting developments & improvements to the product to our clients etc.
- Head for numbers - confidence dealing with numbers - exchange rates, profit margins and an awareness of commercial implications
- 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 (e.g. payment dates, banking data etc.)
- 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
- Interest in currency markets helpful
- Experience with Microsoft suite (particularly excel)

**Responsibilities**:

- Playing a key part of our busy front line support desk and call handling Functions / Answering client daily banking enquiries
- Payment queries - investigating payment issues/ liaising internally for banking updates/confirmations and accurately conveying updates to clients
- Highlight currency-specific banking/payment requirements and building personal
- knowledge on Ebury currency suite to help clients (particularly in more exotic currency markets)
- Routing, response and escalation of tickets (where needed) with exceptional case
- management/documentation against KPIs
- Product awareness:

- Be a representative on the front line for the product/service. You'll know the product inside out, and will be able to deliver industry-leading customer service
- Payment platform/ operational support
- Willingness to learn and become a 'go to' person on both our payments platform/software and the full trading/payments cycle throughout lifespan of client
- Assist clients in all stages of relationship from early-stage integration/onboarding through to
- daily trade booking/support
- Presentations and live client demos/training as necessary
- Relationship management/client service
- Keeping the 'client experience' a priority - demonstrable customer service awareness/experience.
- Drive to solve issues/improve the experience - think and act on how the account/relationship can develop
- Assisting on serving our major accounts and being part of dedicate service teams
- Ability to tailor service to different clients/accounts with their distinct requirements/ways of operating
- Internal/client facing reporting and data analysis as required

**What we can offer you**:

- A career with Ebury, which is a hyper-growth FinTech firm, named in 2021 as one of the top 15 European Fintechs to work for by Glassdoor and AltFi.
- A clear path for progression, mapped out by your individual goals and personal objectives
- The tools to develop and master your client relationship skills with the view to you beco

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