Role purpose

As a member of CurrencyFair’s Customer Experience team, the Customer Experience Specialist is responsible for delighting and empowering the customer (both business and consumer); delivering end-to-end lifecycle support through ensuring customer needs are identified and addressed in a timely, accurate and engaging manner. This role requires the ability to effectively balance productivity and quality through working a variety of customer cases in different customer queues. This is a full-time position, involving shift-work across the opening hours of our Customer Experience desk (which is open from 7am to 10pm).


Duties and responsibilities

·       Effectively manage customer onboarding and CDD activity, including: - PEP and Sanctions screening checks on customers and related parties - Reviewing and verifying customer and related entity information - Raising of suspicious transactions/activities to MLRO, when necessary

·       Deliver consistent and responsive customer experience throughout the customer lifecycle from pre-onboarding, onboarding and beyond, adapting to customer needs as they evolve

·       Own all customer experience cases, ensuring queries/issues are addressed and resolved promptly, professionally and in a customer-delighting manner (via email and/or phone), in accordance with CurrencyFair’s policies and procedures, whilst ensuring comprehensive records of such interactions are maintained within the strategic CRM platform (Salesforce)

·       Ensure all individual daily KPIs are consistently met and exceeded to deliver superior levels of customer support, involving the completion of regular productivity/quality reviews with the customer experience team leader and make a contribution to ensure the overall team metrics are met

·       Develop and maintain subject matter expertise in all aspects of the customer journey to meet the needs of a dynamic and fast-growing business through continuous skills, knowledge and process improvement and active participation in team training

·       Provide input into ongoing maintenance of Customer Experience policies, procedures and processes when required

·       Build and maintain professional working relationships with customers and key stakeholders both internal (i.e. other Operations functions, Product, Risk & Compliance, and Technology) and external to CurrencyFair

·       Work as a team player, accepting additions/changes to aspects of the role as the function evolves in alignment with company strategy

·       Consistently model behaviours aligned with CurrencyFair’s vision and values


Qualifications & experience

Required

·       A demonstrable track record in superior customer service and customer onboarding, preferably in a financial services environment, whilst meeting daily targets


Applicants MUST have fluent German

·       Superior communication skills, both verbal and written

·       Exceptional customer service ethic

·       Highly proactive and self-starting, whilst also thriving in a team environment

·       Flexibility to work a variety of shift patterns up to 10pm, including weekend and bank holiday work

·       High level of accuracy and attention to detail, with well-developed skills in understanding and addressing customer needs

·       Ability to work in a fast paced, customer focused environment

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