Operations (US)

Operations Associate II

Providence, Rhode Island   |   Full Time

ROLE PURPOSE


Provide an efficient and excellent service to internal and external customers, all interaction from making enquiries about our service all the way through to ensuring their payments arrive on time as instructed. Carry out all tasks on time, in accordance with company procedures and KPI’s/SLA’s. This includes inbound and outbound calls, online and administrative tasks, complaint handling as appropriate and all other customer enquiries from all channels. Support for the payment solutions team, along with the wider corporate dealing team on bank validation and beneficiary payment requirements by country/currency. Provide guidance, leadership, and support to the wider Client Service Associates.

ROLE REQUIREMENTS:

Ensuring that all client correspondence are answered promptly

  • Work to ensure incoming calls, e-mails and any administrative tasks are handled as quickly and efficiently as possible and within agreed SLA’s
  • Client issues should be dealt at first point of contact wherever possible
  • Ensure internal and external clients are dealt with in a professional and efficient manner

Keep on top of clients transactions from start to finish

  • Process incoming client payment files promptly and efficiently
  • Answer client queries received via any channel regarding Moneycorp services and all aspects of their transaction
  • Ensure we receive documentation and money from clients to enable their contracts to be processed efficiently, accurately and in line with Company compliance procedures 
  • Contact clients when necessary regarding any aspect of their account or transaction with Moneycorp
  • Proactively contact clients to offer exceptional customer service
  • Ensure all original documentation received is recorded, scanned and archived
  • Investigate payment queries (inbound and outbound) with the bank and Back Office
  • Contact clients on request from the Back Office
  • Comply with Anti Money Laundering Regulations

Ensure that the tasks dealt with by the team are all up to date by COB

  • Complete outstanding chases in OMNI
  • Group emails
  • Complaint handling and reporting
  • Liaising with banks on payment queries
  • Dealing with charges and refunds and overrides

Provide additional assistance where necessary

  • Assist with project work
  • Assist with testing and development of new systems/processes
  • Assist with other Corporate Customer Service queries when required


Knowledge and Experience: 

  • Proven experience in a bank or other financial institution in a Customer Service/middle office role
  • Working within a multichannel environment (e.g. telephone, email, face to face)

Skills and Competencies:

  • Significant experience dealing with a foreign exchange or international payments firm
  • Comfortable working with new IT systems
  • Excellent listening skills
  • Clear communicator, both written and verbal
  • Ability to talk, think and type at the same time
  • Good organizational skills including prioritization 
  • The ability to work under pressure in a fast paced environment
  • Excellent attention to detail
  • Proficient in CRM, EXCEL and Word
  • Strong numerical skills
  • Analytical skills

Language Skills:

  • English, written and verbal  - essential
  • Additional languages – desirable

Personal Attributes:

  • Passion for customer service
  • Calm under pressure
  • Team player
  • Professional
  • Approachable and personable
  • Personal drive and initiative
  • Determined  and persistent


Location and Hours of Work 

  • You may be required to work at home or from the company’s offices.
  • Hours: 8:30 am to 5:00 pm, Monday to Friday
  • Flexibility will be required in line with business needs

Please note that this job description does not form part of your employment contract. The company can modify your job duties or amend this job description at any time.

Position Location:
Providence, RI, USA
 
Experience Level:
Mid Level
 
Job Status:
At-Will
 
Hours:
Full-Time
 

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