Customer Relationship Manager

**Description**At Xe, we live currencies.We provide a comprehensive range of currency services and products, including our Currency Converter, Market Analysis, Currency Data API and quick, easy, secure Money Transfers for individuals and businesses.We leverage technology to deliver these services through our website, mobile app and by phone.Last year, we helped over 300 million people access information about the currencies that matter to them and over 225,000 people used us to send money overseas.**ABOUT THIS ROLE**The purpose of the Customer Relationship Manager is to effectively manage customer complaints, ensuring the reputation of Xe is protected and that all complaints are handled within regulatory guidelines.Working closely with the wider management team and support teams across the business, the jobholder will lead from the front in ensuring a high-quality service is being delivered to customers.This will include providing feedback to managers on individuals and processes, highlighting any concerns and making recommendations for improvement.**Our principles**- ** AMBITION**:- We dream big, try things out and always ask "why not?" and "what if?"We're ambitious in our thinking and our delivery- ** RESPONSIBILITY**:- We get involved, bring our perspective and are always open to new ideas.We take personal responsibility- ** COMMUNITY**:- We value a sense of belonging, trusting each other and encouraging authenticity.We contribute to our community**ROLES & RESPONSIBILITIES**- Investigate and handle global level 2 escalated complaints (written and verbal) for consumers and small businesses through to resolution, in line with the approach and timescales outlined in the complaint handling policy.This includes taking live escalated complaint calls and making proactive calls to clients throughout the handling of a complaint.- Exercise own judgement in the specific approach to take with individual complaints (written/verbal, timing of contact) and make informed and well-reasoned decisions in the event of financial outlay (gestures of goodwill).- Assist Compliance/Risk with compiling cases and regulatory reporting.- Daily management of customer feedback (Trustpilot/CSAT/Delighted surveys).Providing response and analyzing trends.- Provide monthly MI and associated commentary to internal parties on complaints and customer feedback as required.Including identifying key trends, conducting root cause analysis and making recommendations for process improvement as appropriate to prevent reoccurrence.- Complete any complaint logs daily, ensuring all data and commentary is accurately entered.- Assist team members in Care and other support teams with Level 1/2 complaint responses, ensuring responses are within required regional timescales, working closely with Supervisors and Managers to address any training or coaching needs of individuals.- Previous experience of managing escalated complaints in a financial services industry is essential.- A high level of drive and motivation are necessary to achieve results whilst working cross departmentally, providing feedback and managing expectations at all levels, senior management through to team level.- Excellent verbal and written communication skills are needed in order to understand a client's complaint and explain complex processes in a clear, straightforward but effective way.- A solution focused approach is required to persistently follow matters through to resolution.- The job holder should be quality driven, ensuring accurate data integrity and adherence to all processes.A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.- The ability to work under pressure is essential, as is being change orientated.- A strong team worker is required, with the ability to build and maintain strong cross functional working relationships.**PERKS & BENEFITS**- Competitive salary ($25,500 MXN monthly)- 1 month of Aguinaldo (Christmas bonus)- 15 days' vacation- Life insurance- Food vouchers- Work-life Balance- Growth OpportunitiesWe want Xe to be a great place to work and to ensure that our communities are represented across our workforce.A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.The position responsibilities outlined above are intended to define the general contents and requirements to perform this job.It is not to be taken as a complete statement of responsibilities or requirements.This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.