Description
About Us
At Xe, we live currencies. We share the belief that behind every currency exchange, query or transaction is a person or business trying toaccomplishsomething important, so we work together to develop new and better currency services that put our customers first. Xe was one of the first businesses built on the internet, having begun its life in Canada in 1993 as Xenon Laboratories. Our Universal Currency Converter was launched in1995and it has grown into one of the most popular currency sites in the world, with over 280 million users worldwide. In 2015, Xe waspurchasedby Euronet Worldwide, Inc. (Nasdaq: EEFT), and joined forces with Euronet'sHiFXbrand, a leading international money transfer business, to offer Xe'susersaccess to reliable money transfer services as well as currency information under the Xe brand. Today, our platform is used by thousands of businessesfrom small-to-medium-sized enterprises,to Fortune 500 companies.
We continue to have ambitious growth plans as we work towards becoming the world's most used, mostlovedand most trusted currency exchange service, helping more than a billion people around the world.We'reproud of what we do and how we do it, but most importantly whywe'rehere. We empower people to know more and do better...because behind every currency exchange query or transaction is a person trying toaccomplishsomething important.
About This Role
The purpose of the Global Investigations Specialist role is to provide transaction support by completing payment investigations whererequiredto resolve any client payment queries. They will continuously improve and optimise byidentifyingand supporting opportunities to empower our frontline teams tofacilitatepayment queries, whilstcomplying withAML regulations, securitystandardsand internal policies / procedures.
What You'll Do
- Passionate about the business:You willbe responsible forreporting to the Payments Operations Manager, within a global team to manage money in and money out exceptions for customers (consumer & businesses) in the fastest and most efficient way possible. You will support agreed service delivery standards and will require you to liaise with different teams, clients, and offices to resolve operational queries and support the business whererequired.Identifyingany exceptions in relation to payment and any associated financial risk.
- Building client relationships: Delivering an excellent customer experience is key. This role is also measured against our Quality Assurance framework, whichseeksto ensure excellence at every interaction and overall customer satisfaction. Maintaining professional and courteous relationships with consumer and business clients and ensuring that proactive client communication via e-mail is focused on delivering great service levels.
- Goal & target orientated:You will provide transaction support, managing workflow queues to ensure transactions are dealt with ina timelyand efficient manner to meet cut-off times andSLA's. As well as dealing with referrals via internal ticketing systemwithin company service level agreements. Success for this role is measured via a range of quantitative and qualitative measures including ticket volumes.
- Ambitious & tenacious: Be highly motivated to succeed and eager to learn within a dynamic environment.
Who You Are
- A dynamic professional withpreviousexperience of working withinbanking, operations, payments (international payments), and/or within an FX/IP (MSB) service provider or financial services provider / bank.
- A strong communicator - Excellent verbal communication skills, ability to build strong relationships and communicate effectively with both customers and internal teams.
- Expert Knowledge Of global payment rails and systems, including SWIFT, ACH, EFT, SEPA, FPS, credit & debit card. Familiarity withday-to-day banking transactions, payment tracking, or reconciliationswould beadvantageous.
- Drives Engagement & Collaboration, with the ability to make decisions and handle objections.
- Works independently - Strong time management skills, able to plan, organize and multi-task. You will have excellent attention to detail and numeracy skills. You will be a valid team player - approachable, collaborative, adaptable and eager to learn.
