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Customer Relationship Manager
2 weeks ago
At XE, we live currencies. We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses. We leverage technology to deliver these services through our website, mobile apps and over the phone.
Last year, we helped nearly 300 million people access information about the currencies that matter to them and over 350,000 people used us to send money overseas. Thousands of businesses relied on us for information about the currency markets, advice on managing their foreign exchange risk or trusted us with their business-critical international payments.
At XE, we share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.
We are proud to be part of Euronext Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under Euronet, we have brought together our three key brands – XE, HiFX and Ria Money Transfer – to become the business that XE is today.
The purpose of the Customer Relationship Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.
Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers. This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.
Our principles
AMBITION - We dream big, try things out and always ask “why not?” and “what if?” We’re ambitious in our thinking and our delivery
RESPONSIBILITY - We get involved, bring our perspective and are always open to new ideas. We take personal responsibility
COMMUNITY - We value a sense of belonging, trusting each other and encouraging authenticity. We contribute to our community
What you’ll do
Success Measures/KPIs
The quality of the complaint handling will be monitored via audits. The quality of complaint resolution will be monitored against complaint regulatory body decisions.Requirements
Who you are
Previous experience of managing escalated complaints in a financial services industry is essential. Excellent verbal and written communication skills are needed in order to understand a client’s complaint and explain complex processes in a clear, straightforward but effective way. A solution focused approach is required to persistently follow matters through to resolution A high level of drive and motivation are necessary to achieve results whilst working cross departmentally, providing feedback and managing expectations at all levels, senior management through to team level. The job holder should be quality driven, ensuring accurate data integrity and adherence to all processes. A strong team worker is required, with the ability to build and maintain strong cross functional working relationships. The ability to work under pressure is essential, as is being someone who is change orientated. A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.
Desirable
Benefits
Competitive market-based salary Annual Discretionary Bonus Superannuation Healthcare 20 days annual leave increasing with each year of service (capped at 25 days) Paid day off for your Birthday Discounted Euronet Employee Share Purchase Plan (ESPP) Plumm Mental Health and WellbeingWe want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organisation that encourages diversity in all respects.
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