Senior Client Services Executive

Senior Client Service Executive

High Wycombe or London - Hybrid 4 days in the office, 1 day working from home 

Who We Are:

Ebury Mass Payments (EMP) is a leading non-bank provider of high-volume currency and payment solutions. 

The Client Services team is a core function of our business, responsible for all day-to-day relations and service delivery for EMP clients. This includes late-stage and post-sales support such as building and mapping service solutions, client training and implementation, handling inquiries, and comprehensive account management.

Job Summary:

We are seeking a proactive and detail-oriented Senior Client Service Executive to join our team. In this role, you will serve as the primary point of contact for our clients, ensuring their needs are met with professionalism, efficiency, and a solutions-oriented mindset. You will collaborate with internal teams to deliver exceptional service and help foster long-term client relationships.

Key Responsibilities:

• Front-line Support:
• Provide troubleshooting assistance for online platform queries.
• Support clients with currency trade execution.
• Investigate and resolve payment and banking issues, acting as a liaison for internal updates and communicating these to clients.
• Offer currency guidance, leveraging extensive knowledge of Ebury’s global currency suite to identify opportunities within clients' existing processes.
• Client Relationship Management:
• Act as the primary day-to-day liaison, ensuring clear communication and timely service delivery.
• Manage client accounts, monitoring progress and promptly addressing any issues or concerns.
• Prepare and deliver reports, proposals, demonstrations, and training.
• Identify opportunities for upselling or cross-selling services to enhance client relationships.

About You:

We are looking for a highly motivated and detail-oriented individual with a strong customer focus. You will be a natural problem-solver, a collaborative team player, and possess excellent communication skills.

Key Attributes:

• Experience: At least 2+ years in client services, account management, or a customer-facing role. Industry experience preferred. 
• Attention to Detail: Meticulous in handling live currency trade bookings, banking information, figures, and high-value/volume payments, ensuring accuracy is paramount. You can also proactively identify potential client issues (e.g., payment dates, banking data).

Prioritising Clients: Always demonstrate a customer-first attitude. Treat every client interaction as you would wish to be treated yourself.

• Communication: Excellent and confident in all forms: face-to-face, email, and telephone.
• Curiosity & Problem-Solving: Eager to learn, striving to become a reliable resource for both clients and internal stakeholders. You'll consistently seek the best solutions and outcomes for clients from start to finish.
• Confidence: Use lessons learned to effectively resolve challenges, demonstrating thoroughness in problem-solving. A no stone left unturned attitude.  
• Collaboration: Adept at building strong relationships with internal departments to leverage all business resources effectively.
• Resilience: Able to maintain composure and perform well under pressure.
• Organisation: Capable of managing multiple accounts and prioritizing tasks efficiently in a fast-paced environment.
• Analytical Mindset: Possessing a strong numerical aptitude to identify discrepancies.
• Computer Literacy: Proficient in Microsoft Office Suite and CRM systems (e.g., Salesforce).

Desirable Experience:

• Experience in the foreign exchange, payments, or financial services industries is preferred but not essential.

Benefits:

• Competitive salary
• 12% total pension contribution (5% employee, 7% Ebury)
• Full Private Medical Insurance (AXA)
• Professional Development Budget
• Online Well-being Platform
• Cycle To Work Scheme
• A day off on your Birthday!
• A collaborative and inclusive work culture

Ready to launch your career with a global FinTech? Click the ‘Apply’ Today and discover your potential at Ebury!

You can also connect with me on LinkedIn - Freddie Mugridge

At Ebury Bank we value diversity in all its forms and are committed to creating an inclusive environment. All of our vacancies are open and eligible for people with disabilities.

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