The Customer Service Representative (Internally: Client Associate) is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.
Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.
What you do
- Be the first point of contact on all issues relating to the international payment process.
- Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
- Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
- Interact with new and existing clients on inbound/outbound calls/emails.
- Escalate calls within the company if required in accordance with internal procedures.
- Follow up with clients in accordance with AML/CTF regulations.
- Communicate effectively with internal departments when required i.e. Compliance.
- Contact clients in a timely manner to confirm their transfers.
- Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
- Gain knowledge of and remain up to date on relevant legislation.
