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Dealer Support Associate

Location: Providence, RI, United States

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Description

Who We Are
Moneycorp is a world-leading cross-border payments business with banking licenses and operations across the entire value chain of the international payments and foreign exchange industry. With over 40 years of market experience and industry knowledge, at the heart of our culture is strong relationships and trust. Our mission is to reduce friction and help clients navigate the complex global payments market.
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 we continue to expand into new territories, there are considerable opportunities for growth for newcomers and the learning possibilities are endless. The foundation of our success is our people, and nurturing a culture of belonging for all of our colleagues is central to our journey as a global business. 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.
Find out more about Moneycorp’s offering, global footprint and capabilities here: About Us | moneycorp
ROLE PURPOSE
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. 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. Responsible for USD Wires, New Beneficiary input and verbal verifications and all other customer enquiries from all channels. Support for other customer facing departments as directed by team leader.
ROLE REQUIREMENTS
Ensuring that all client correspondence is answered promptly
  • 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
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 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
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
Qualifications
Knowledge and Experience
  1. Proven experience in a bank or other financial institution in a Customer Service/middle office role
  2. Working within a multichannel environment (e.g. telephone, email, face to face)
Skills and Competencies
  • 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
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
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Interested in working for Moneycorp?

There’s never been a more exciting time to join Moneycorp. We’re proud to be playing a pivotal role in shaping the future of the payments industry and we’d be delighted to hear from you if you feel you’d be a good fit for us.

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