Global Investigation Specialist

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About Us

At Xe, we live currencies. We share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first. Xe was one of the first businesses built on the internet, having begun its life in Canada in 1993 as Xenon Laboratories. Our Universal Currency converter was launched in 1995 and it has grown into one of the most popular currency sites in the world, with over 280 million users worldwide. In 2015, Xe was purchased by Euronet Worldwide, Inc. (Nasdaq : EEFT), and joined forces with Euronet’s HiFX brand, a leading international money transfer business, to offer Xe’s users access to reliable money transfer services as well as currency information under the Xe brand. Today, our platform is used by thousands of businesses from small-to-medium-sized enterprises, to Fortune 500 companies. We continue to have ambitious growth plans as we work towards becoming the world’s most used, most loved and most trusted currency exchange service, helping more than a billion people around the world. We’re proud of what we do and how we do it, but most importantly why we’re here. We empower people to know more and do better...because behind every currency exchange query or transaction is a person trying to accomplish something important.

Description

The purpose of the Global Investigations Specialist role is to provide transaction support by completing payment investigations where required to resolve any client payment queries. They will continuously improve and optimise by identifying and supporting opportunities to empower our frontline teams to facilitate payment queries, whilst complying with AML regulations, security standards and internal policies / procedures.

Responsibilities

• Passionate about the business You will be responsible for reporting to the Payments Operations Manager, within a global team to manage money in and money out exceptions for customers (consumer & businesses) in the fastest and most efficient way possible. You will support agreed service delivery standards and will require you to liaise with different teams, clients, and offices to resolve operational queries and support the business where required. Identifying any exceptions in relation to payment and any associated financial risk;
• Building client relationships Delivering an excellent customer experience is key. This role is also be measured against our Quality Assurance framework, which seeks to ensure excellence at every interaction and overall customer satisfaction. Maintaining professional and courteous relationships with consumer and business clients and ensuring that proactive client communication via e-mail is focused on delivering great service levels.
• Goal & target orientated : You will provide transaction support, managing workflow queues to ensure transactions are dealt with in a timely and efficient manner to meet cut off times and SLA's. As well as dealing with referrals via internal ticketing system within company service level agreements. Success for this role is measured via a range of quantitative and qualitative measures including ticket volumes.
• Ambitious & tenacious Be highly motivated to succeed and eager to learn within a dynamic environment.

Requirements

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