Customer Service Solutions Specialist

About us, purpose, experience and qualifications

**about us**:

- make a promise
- be deeply invested
- value our differences
- build trust, not territory
- have courage
- always do the right thing

**purpose**:
To support segment sales teams by enabling e-solutions across dealing and payments to meet the needs of external clients and migrate clients from manual payments to e-solutions payments to drive ongoing efficiencies within the product house(s).

**experience and qualifications**:

- Relevant degree and/or ACI qualifications.
- 5+ years’ experience within a Forex environment with exposure to client-facing activities.
- **additional requirements**:

- Strategic thinker with the ability to listen, analyze and quickly determine course of action. - Technology-focused with keen awareness of how business systems integrate. - Understanding of how foreign exchange rates are affected by market/economic factors - Excel skills would be an advantage. - Ability to articulate client problem and needs to form a business requirement

**responsibilities**:

- Remain abreast of new legislation and the potential impacts thereof.
- Comply with regulatory requirements and internal control frameworks.
- Assist with ensuring the unit is audit-ready at all times.
- Analyse settlement data to identify migratable clients.
- Liaise with segment sales teams to agree target list of clients
- Liaise with clients to co-ordinate their seamless migration to existing and/or new esolution channels.
- Demonstrate pride in FXPH’s brand and values.
- Handle stress in ways that do not negatively impact others.
- Plan and manage own workflow, anticipating obstacles, juggling priorities and following through on objectives within agreed time-frames and according to quality standards.
- Act in an ethical, transparent and morally defensible manner, including highlighting unethical practices.
- Continually share, debate and communicate learnings.
- Flag and debate issues constructively.
- Promote a friendly, co-operative climate in working with others to achieve collective goals.
- Display skill at mentoring/coaching others and resolving conflict.
- Analyse measurements of migration patterns and identify and address areas where clients have not successfully migrated.
- Build professional working relationships with key stakeholders, displaying sound abilities to communicate at all levels.
- Provide feedback to relevant stakeholders on client activity (e.g. provide feedback on new developments and understand sales strategies to be able to support these).
- Work with segment sales teams to ensure eSolutions specialist strategies align with and facilitate sales requirements.
- Understand information flows and know who to contact to access specific information or fulfill specific requirements.
- Visit clients to demonstrate applicable systems and/or provide presentations.
- Understand client’s behaviour within dealing and payments to understand which system to deploy.
- Identify relevant legal and regulatory documentary requirements required for a client to be given access to relevant systems.
- Ensure all documentation is accurate and complete.
- Refer documentation to Client Service Specialist team for further processing.
- Once a client has been successfully on-boarded onto a system, ensure client is equipped and trained to navigate and use the system.
- Provide relevant systems training to clients.
- Provide ongoing training to new users on existing systems and system enhancements.
- Work with Client Service Specialists to collate and understand client training gaps and ongoing queries to be able to proactively address these going forward.
- Stay abreast of payment and dealing system enhancements and processes to be able to train and update clients.