FX Client Services
My Client has positioned itself in the Top 3 FX House and is an award-winning innovator in the eFX space. They are currently looking to recruit a high calibre individual to join their FX Transactional Client Service team, which has been specifically created to serve their top rated premier and Core clients with a value add service.
The business aims to move the Bank to #1 in FX and client service is a key component to improve ratings and ultimately market share.
The partnership between Sales and TCS is a key strategic initiative focusing on top clients ensuring the E2E process is professionally managed and the client’s business requirements are understood and met to the highest standards.
Role Overview
- First level of contact with all priority clients.
- High Level of problem solving and interaction with infrastructure teams to ensure the client E2E process is issue free.
- Taking ownership of client issues and following through to completion.
- Understanding the clients FX business requirements and ensuring the best client service is offered, providing solutions where necessary.
- Preparing daily MIS and distributing to senior management.
Main Duties
- First point of escalation contact for priority client base. Overview of trade Life cycle for all related issues.
- Identifying and implementing improvements to FX E2E process to improve client experience.
- Face off to Sales for BAU escalated issues and Operational Industry updates.
- Working on a number of Client related initiatives in partnership with Sales.
- High levels of networking required across all Operational teams including Onboarding, BTS, OCS, Reference Data Off- Shored PTS teams as well as Claims.
- This presents a steep learning curve and is an essential competence to allow the successful candidate to excel in their management of the Client portfolio within the London TCS team.
5 Key business objectives of this role
- Gain an excellent knowledge of FX products (Cash particularly) and systems through tutorials with the FX TCS team.
- Develop a strong understanding and networking of the FX system architecture and processes through on the job training from the TCS teams in addition to sessions with Sales, Agent Onboarding and other key infrastructure teams.
- Work closely with the client base and understand the business requirements and systems used to support this business. This will involve analysis into possible shortcomings of incomplete static data loaded in their system architecture and owning the associated remediation work.
- Take ownership of key clients and provide regular feedback to management and Sales that can be used at broker review meetings.
- Stretch Objective: Opportunity to be a key contact go to person for both client and Sales by showing initiative by learning the FX product and systems to expert standard and communicating initiatives to management that will directly impact the client experience.
Person Requirements
- Excellent understanding of the FX Products.
- Strong Client service focus.
- Excellent communication skills.
- Strong Excel / PC skills / VBA.
- Strong analytical skills.
- Problem Solving with a can do attitude.
- Self Starter, Confident and Proactive.
- Desire to make an impact.
- Time Management and deadline delivery.
- Problem Solver.
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