- As a member of the dealing team, key activity will be to work with entire team and designated dealers & accounts. Activities include answering incoming calls, e-mails responded on a timely basis, 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.
- Coordinate with other MC departments/stake holders to resolve client inquiries/issues/requests.
- 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 directly 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 compliance, operations & dealing team.
- Comply with Anti Money Laundering Regulations.
- Complete outstanding chases in OMNI.
- Group emails.
- Complaint handling and reporting.
- Liaising with banks on payment queries.
- Dealing with charges and refunds and overrides.
- Assist with project work.
- Assist with testing and development of new systems/processes.
- Assist with other Corporate Customer Service queries when required.
- 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).
- Experience dealing with corporate clients.
- 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.
- English, written and verbal - essential.
- Additional languages – desirable.
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Dealer Support Associate - Providence, United States - Moneycorp
Description
Who We Are
Moneycorp is a thriving dynamic business with an excellent reputation helping Corporate and Private Clients with their FX and International Payments requirements for over 40 years. As a globally expanding business, our footprint covers UK & Ireland, Europe, USA, Canada, Hong Kong, UAE, Brazil and Australia
With 600+ employees, Moneycorp prides itself in attracting some of the world's top talent and the people who work at Moneycorp are truly behind its continued success. As Moneycorp continues to expand into new territories, there are considerable opportunities for growth for newcomers and the learning possibilities are endless. We welcome you to be part of a team which has a passion for the business, all within a collaborative and supportive working environment that has ultimately translated to a unique exciting business.
The Role
Provide efficient and excellent service to internal and external clients. Candidate will have real time interaction with Moneycorp clients and internal stakeholders / departments with goal of ensuring their payments are accurately processed and arrive on time as instructed. Primary interaction with Dealers & MC clients on all aspects of customer service while insuring a positive client experience.
You will also be required to 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. In addition to this, you will be responsible for USD Wires, New Beneficiary input and verbal verifications and all other customer enquiries from all channels. There is also be a requirement to offer support for other customer facing departments as directed by team leader.
Ensuring that all client correspondences are answered promptly.
Keep on top of client transactions from start to finish.
Ensure that the tasks dealt with by the team are all up to date.
Provide additional assistance where necessary.
What we're looking for / Skills that will help you in the role
Moneycorp is proud to be an Equal Opportunity employer. Across our Group, Moneycorp maintains a philosophy that an inclusive company culture inspires creativity, fosters a sense of belonging, and is imperative to both personal and professional growth. With a makeup of 47 percent female employees, Moneycorp has a remarkably diverse workforce. Our commitment to inclusion and opportunity continues to evolve and improve as we listen and engage with our diverse teams.
