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.
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 inbound contact from our high value corporate and consumer customers – both new and existing - assisting them with questions about their money transfers and services we offer.
- Engage with your own customer base efficiently, nurturing strong customer relationships to optimize repeat transfers.
- Develop rapport with customers, providing trusted answers and positioning Xe as the customer’s ‘go-to’ money transfer provider.
- Make outbound calls to customers – either following up on queries or obtaining information that is needed to complete their transfers.
- Communicate with customers via digital channels (chat and email) as well as phone.
- Identify customers with future transfer needs.
- Drive awareness and adoption of self service for support, carefully balancing supporting their needs proactively to foster loyalty.
- Communicate with internal teams as required to ensure query resolution is timely and professional, taking ownership, following up and escalating as required.
- Resolve complaints by using established objection handling techniques and determining the appropriate way forward.
- Build a deep understanding of Xe’s services, products and processes, in order to optimize first call resolution and customer outcomes.
- Monitor KPIs to optimize daily/monthly/quarterly/annual revenue targets and activity levels.
- Contribute feedback on our customer facing digital tools, and how to optimize self-serve for our customers, thus reducing customer effort.
- Demonstrate a learning mindset and active approach to improving individual performance. Embrace feedback and coaching opportunities to optimise individual performance
Who you are:
- Outstanding verbal and written communication skills in English.
- Bachelor’s Degree in any related field.
- 4+ years of experience working in the Finance industry within a B2B environment, preferably with FX payment experience.
- Strong customer focus with previous experience in supporting customers in a phone-based role and digital servicing.
- Experience of delivering against individual targets and metrics
- Ability to adhere to standardized process.
- Competitive Salary and Allowances
- HMO/Dental/Life Insurance Benefits on Day 1
- Paid Time Off (SL/VL) with Leave Conversion
- 13th Month Bonus and Annual Bonus
