Onboarding Specialist

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 app and by phone. Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.
We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.
Reporting to the Head of Corporate - Digital the role provides the first line of corporate client interaction and becomes the point of contact for all inbound corporate requirements and queries (e.g. phone or email). The role is compliance driven with a heavy time management and customer support aspect. We are looking to add a sales-driven, motivated, and passionate team member to this great team!
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

• Respond to and process all inbound corporate registrations and queries providing clear explanations and expectations of registration timeframes and possible documentation requirements
• Respond to inbound queries relating to the use of the Xe online platform for corporate clients or transfer to the best internal team to assist
• Qualify and overcome objections appropriately - clearly articulating features, advantages and benefits of the service
• Engage with clients to identify and understand their requirements - adhering to business and regulatory processes and guidelines
• Outbound corporate service support (including responding to emails, chasing up outstanding information for clients to activate their account) etc.
• Liaise with the appropriate internal team to ensure query resolution in a timely and professional manner, taking ownership and escalating if required
• Build and maintain effective working relationships internally to ensure prompt query resolution for the customer, referring queries as required
• Put the customer at the center of everything that you do, demonstrating brand values throughout all contact with the customer
• Gather information about client's current and future requirements, promoting and suggesting additional Xe and affiliate/partner services as appropriate
• Ensure company CRM systems are accurately updated to show a clear audit trail of all client contact (written and verbal)
• Treat customers fairly living out our core values of customer excellence, respect and integrity
• Achieve personal/team SLAs and productivity targets
• Maintain current and up to date knowledge of internal policies, procedures and processes and awareness of changes to legal and regulatory frameworks that may impact Xe and its clients

Requirements
Who you are

• Results orientated and ability to prioritise tasks in a fast-paced environment
• Ability to build trusted relationships with clients to drive results
• Able to resolve customer issues, queries and complaints in a calm, courteous and professional manner
• Strong numeric skills
• Excellent digital/software capabilities
• Relationship management, customer services skills and sales tenacity
• Excellent communication skills
• Attention to detail
• Operates with integrity, professionalism, commercialism, and respect

Benefits

• Competitive Salary & Discretionary Bonus
• 23 days annual leave increasing with each year of service (capped at 28 days)
• Paid day off for your Birthday
• 4% employer pension contribution
• Discounted Euronet Employee Share Purchase Plan (ESPP)
• Life Cover, Income Protections Scheme & Critical Illness cover
• Healthcare
• Plumm Mental Health and Wellbeing
• Volunteering day for a charity of your choice

We 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.
At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on