Client Services Coordinator

Washington DC - 2 or 3 days per week in the office

Between $60,000 and $80,000 per annum 

We are looking for a Client Services Coordinator to support our growing client base and Commercial Team. Client Services Coordinators always put our customers first, demonstrating great product knowledge and an eagerness to provide relevant help as quickly as possible. You will be responsible for owning the onboarding process of new clients, supplying excellent support to them throughout their journey and supporting them with day-to-day client requirements. You will consistently offer excellent customer service to our clients, Commercial team and other internal stakeholders, using data and intelligence to enhance the FXC client experience further.

We have a Washington DC-based office and are looking for someone who is at a commutable distance to visit the office 2 or 3 times a week.

What you’ll be working on:

• Supporting the onboarding process for clients as well as being the first point of contact for client queries, providing ongoing support

• Managing small client projects end to end, ensuring accuracy, timeliness and success of delivery

• Supporting the Commercial team with all elements of client engagement while developing relationships with client stakeholders, identifying opportunities to support clients further

• Building up knowledge and expertise in the cross-border payments industry and FXC products so that you can present and articulate advanced product features and benefits

• Representing the Commercial team internally, coordinating with other teams on client requirements, setting expectations and presenting client feedback to other teams

About the Commercial team:

• The Commercial team currently consists of six team members, based across both the UK and the US, including Business Development Managers, Account Managers, a UK-based Client Service Coordinator and the Head of Commercial

You should apply if you have:

• A customer-centric approach. We are looking for someone who can make independent decisions that balance delivery and customer experience, as well as a keen understanding of our customer's needs and requirements

• Outstanding communication skills, both written and verbal. We are looking for someone comfortable in relaying complex technical information to non-technical audiences, as well as communicating challenging information to clients and key internal stakeholders

• The ability to analyse customer feedback, data and trends to provide insights that can improve our product and service offerings

• The ability to demonstrate a high level of emotional intelligence and empathy

• A team player approach

• Close attention to detail

• The motivation to continuously develop your skills

• Time management skills

These skills will help, but aren’t essential:

• Previous experience in a customer success, onboarding, pre-sales or customer experience position

• Experience in implementing processes to improve customer support

• Experience working with large enterprise clients with varying needs

• The desire to work in a start-up environment

About us:

FXC Intelligence is a leading provider of cross-border payments data and intelligence, providing some of the world's biggest companies, central banks and non-governmental organisations with the strategic insights, expertise and awareness to effectively compete in their chosen markets. By joining us, you will be diving into a world of data-driven exploration and innovation, revolutionising financial insights through cutting-edge technologies, machine learning and predictive analytics.

Your contributions will shape the future of cross-border finance, helping clients to uncover better paths to growth and profitability, as well as being a trusted reference and source for many of leading international publications.

We are proud to produce industry-changing data and intelligence, aided by our company values of being customer-focused, taking ownership, knowledge, communication and leadership.

What’s in it for you?

• Up to 20% annual bonus/option scheme (eligible after 6 months of employment)

• 25 days holiday + 6 federal holidays

• This will increase to 26 days' holiday after 2 years of employment

• After four years of employment, you are entitled to a 6 week paid sabbatical

• United Healthcare health plan 

• Quarterly external one-to-one sessions with either a career coach or a wellbeing coach

• $1,200 annual learning budget for courses, books and conferences

• Annual salary reviews with your manager

• A chance to work with a vibrant, friendly team in a relaxed but committed culture

• The opportunity to join our LGBTQIA+ and Women in Fintech employee networks

• In our last engagement survey, our highest-scoring result was that 95% of employees felt that "People from all backgrounds are being treated fairly”

We’re an innovative company that strives to look after its team and we take pride in providing a positive company culture. Have a look at our careers page to see for yourself what it’s like to work with us.

Also, why not take a look at our employee engagement blog to see how our colleagues feel about working at FXC Intelligence!

At FXC Intelligence, we believe in embracing diversity in all forms and fostering an inclusive environment. All applicants will be considered for employment without attention to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity status or disability status.