Job Description

Who We AreMoneycorp powers global payments for corporates, institutions and high net worth individuals, combining worldwide reach with local expertise. With over 45 years of market experience, two banking licences and offices in 11 countries, our technology delivers 24/7 accessibility, while our people deliver award-winning service. In 2024, we supported £79bn+ of international payments, reaching 190 countries in 130 currencies. Our 32k+ corporate clients benefit from our regulatory resilience with 63+ permissions globally, access to major payment rails, and proprietary technology. Moneycorp is a place where energy, commitment to our shared success, and collaboration are core to our values. We’re restless in our drive to surpass the expectations of our customers and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all our colleagues is central to our journey as a global business.Job ProfileYou will be our customers’ first point of contact, providing expert service for all queries relating to their account and their transactions, ensuring their concerns and queries are put at ease by the positive, friendly voice at the other end of the phone.You will provide exceptional support and service to clients by addressing customer inquiries, resolving issues, and ensuring customer satisfaction through effective communication and problem-solving. You will ensure queries are resolved efficiently and that customers have a positive experience in all interaction with us becoming advocates of Moneycorp.Key ResponsibilitiesCustomer Queries

• The first point of contact for all customer queries through our various support channels, resolving them by using your initiative as opposed to reading from a script
• Collaborating with colleagues across departments to fix problems that are just too tough for one person to crack
• Tracking down information for colleagues in various business areas
• Ensuring all customer communications are logged appropriately and referred to other business units where required
• Taking personal ownership over the customer experience
• Ensuring customers receive great service and leave satisfied
• Handling customer escalations where needed and resolve complaints appropriately

Customer loyalty

• Speaking positively and enthusiastically about the company and its products and services
• Ensuring that a professional company and brand image is provided at all times to customers and colleagues
• Providing professional, effective and consistent communication to customers to meet their expectations and increase brand loyalty.

Maintain company standards

• Ensuring all original documentation received is recorded, scanned and archived.
• Complying with our policies and procedures at all times.
• Actively looking for business improvements and taking to management what you find

Ensure all tasks are dealt with in line with team KPIs

• Diving into our payments/client database, to discover whether or not we’re meeting the needs of our customers
• Handling and reporting our -hopefully very few- complaints
• Liaising with banks on payment queries
• Preparing documents for the Legal department
• Dealing with charges and refunds and overrides

Provide additional assistance where necessary

• Assisting with project work › Helping with the testing and development of new systems/processes.

Skills & Experience

• Experience in a Customer Service /middle office role would be great, but not a necessity if you’re a quick learner
• Experience communicating via telephone and email
• Excellent English, written and verbal is essential

Skills and Competencies

• You’ll need clear written and verbal communication skills
• Excellent and empathetic listener
• Good organisational skills notably prioritisation
• Strong numerical skills
• IT literate, good with word processing, spreadsheet and email packages
• Excellent attention to detail

Personal Attributes

• Approachable and personable
• Positive demeanor
• Professional
• Takes initiative
• Enjoys working as a team
• Calm under pressure and enjoys a fast-paced environment