Client Operations Representative

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, Gibraltar and Brazil!                  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. To find out more about our journey click here.               Who You Are / Your Next Challenge       We have a great opportunity for a Customer Services Representative to join our Customer Services team at our Gibraltar Office.        The Client Operations Representative plays a pivotal role in delivering exceptional customer service and operational support across the Bank’s client base. This role is responsible for responding to customer queries and complaints with empathy, accuracy, and efficiency, ensuring that all interactions lead to fair and positive outcomes in line with Consumer Duty obligations. The representative will proactively identify and support vulnerable customers, ensuring their needs are met with sensitivity and care. They will also contribute to operational initiatives that directly impact client experience, working collaboratively across teams to enhance service delivery and operational effectiveness.  Key Responsibilities   

• The first point of contact for all customer queries through our various support channels, resolving them by using your initiative as opposed to reading from a script
• Collaborating with colleagues across departments to fix problems
• Tracking down information for colleagues in various business areas
• Ensuring all customer communications are logged appropriately and referred to other business units where required
• Taking personal ownership over the customer experience
• Ensuring customers receive great service and leave satisfied
• Handling customer escalations where needed and resolve complaints appropriately and in line with policy
• Organizing and diarising client follow ups
• Maintaining records of all client contact to a high standard
• Ensure company procedures and high standards are followed at all times
• Ensure CRM is up to date whenever necessary and always
• Ensure all trigger events are used as opportunity to update client records Including documentation and information

  What we’re looking for / Skills that will help you in the role     

• Experience in a Customer Service/middle office role would be great, but not a necessity if you’re a quick learner
• Having worked via telephone, email and face to face is desirable but not essential, as our training is supportive and thorough
• Excellent English, written and verbal is essential
• Additional languages to a business standard would be fantastic. Notably French, Spanish, Portuguese (Brazilian) or Portuguese

  Are you ready to take on this exciting challenge and be a part of our Company's continued success?                  This is an exciting opportunity for a highly motivated individual interested in working in a challenging and changing environment in a growing company and industry. It offers the position holder an opportunity to work in a growing sector during an exciting time in the evolution of the business.                  Interested?         If the role sounds like you, we invite you to upload a copy of your CV by clicking on the Apply button.                  Start Date: ASAP                  Please note: This is position is full-time, 12-Month Fixed term contract. The role is expected to be hybrid working in our Gibraltar office.              For company news, announcements and market insights, visit our News Hub.         You can also find Moneycorp on Facebook, Twitter UK, Twitter Americas, Instagram, LinkedIn, where you can discover how we are leading the way in global payments and currency risk management.                  Diversity and Inclusion         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.