Official Specifications
Role Overview & Mandate
Executive Summary
About Currencycloud In 2021 Currencycloud was acquired by Visa; we are somewhere where innovative thinking...
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About Currencycloud
In 2021 Currencycloud was acquired by Visa; we are somewhere where innovative thinking and the power of technology know no limits. We know that the success of the business depends on the people who keep it moving, which is why we are looking for exceptional talent to join our international payments revolution.
We are open & collaborative, living and breathing our company values:
Be Human, Better Together and Own it.
About the role...
Responsible for providing day-to-day support and exceptional customer service for our Installed Base of key clients. Customer Operations Specialists contribute valuable insight and work closely with the Customer Success Team to help identify improvements. This role reports into the Customer Operations Manger.
Customer Operations provides continuous 24/7 support. Some of the team therefore work on a shift pattern, some work business hours. This role is for working on the shift pattern.
The details...
- Handle phone queries and support tickets
- Cover complaints and crisis management
- Manage trading tasks; cancellations, splits, drawdowns and rolls
- Troubleshoot technical/operational issues
- Liaise with the Technical team and Operations team to resolve issues
- Escalate serious issues when necessary
- Adjust user configurations
- Build and document processes internally and assist with external communications
- Assist in product development
- Maintain full understanding of our Back Office system, margin, reconciliation, our currency offering, payment limitations, and the FX market
- Manage and log your shifts in the rota to cover 24/7 support
- Share client feedback with the Product team and Customer Success Team
- Work with the Customer Success team to understand clients’ needs
- Attend meetings and social events with clients when required
Skills, Knowledge & Expertise...
- Have an interest in the payments, financial services, technology or FX industry
- Perform well under pressure, with outstanding organisation and ability to prioritise
- Excellent phone manner and written skills
- Be an inquisitive, fast learner
- A people person who is adaptable
- Above all you should be accountable for you own actions and have an ‘own it’ attitude
Why Currencycloud?
We are a company that values flexibility and a positive work-life balance. Wherever you are located, we trust you and your manager to determine the best office arrangement for you.
Your health and well-being are a top priority for us, and that's why we offer an extensive employee benefits package that takes care of you from all angles. You'll enjoy a competitive salary, a performance-based bonus (for permanent employees), a generous pension or 401K contribution, a flexible benefits allowance (location dependant) and a comprehensive healthcare plan that has built-in access to mental health support.
We also believe in providing our employees with ample opportunities for growth and development, so you'll have access to comprehensive learning and development resources as well as leadership training that will help you achieve your career goals.
We aren’t currently looking for additional Recruiter support on this role and won’t be accepting any unsolicited CVs
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