Job type: Full-time
Location: Freemarket offers a hybrid working model. You should be able to attend the office in London Bridge when required, on average twice per week.
About Freemarket
Freemarket works with businesses globally to accelerate their growth by giving them access to cross-border payments and currency exchange optimised for their treasury and operational needs. By providing aggregated banking access we do the heavy lifting around payments and FX, keeping it simple, fast and easy for our clients to do business anywhere, anytime. At Freemarket, our success is driven by our commitment to core behaviours that shape how we work and deliver value. We take accountability, ensuring outcomes are met with urgency and transparency. Our data-driven approach blends rigorous analysis with intuition to guide sound decision-making. We encourage innovation by being curious learners, always seeking new knowledge, skills, and perspectives. We act as team players, prioritising team success over individual recognition, and our client-centric mindset ensures we consistently understand and meet the needs of our clients, adding value at every step. These behaviours run through everything we do, enabling us to exceed expectations and support our clients' growth effectively.
Job Purpose
We are looking for a client-centric individual to join our Client services team. You will be the custodian of our client experience with the goal to provide and maintain exceptional levels of service and support. The client service team also plays a pivotal role in supporting the Account Managers to allow them to grow our existing clients. The individual should have a strong interest or experience of working in the regulated payments and banking sector and have an understanding of related processes around onboarding clients, facilitating trades/transactions, and handling client and payment enquiries from an established B2B client base.
Responsibilities will include:
1. Being the first point of contact for our clients for all day-to-day queries
2. Working closely with the Account Management team and Client Implementation to support and facilitate the onboarding of additional accounts
3. Participating in Quarterly QBR’s and adhoc client calls as needed
4. Overseeing client configuration and setup such as fees, user information and depositor/beneficiary information
5. Handling payment processing enquiries from clients such as delays, missing details, rejections, payment confirmations
6. Proactively managing the allocation of outstanding payments to client accounts
7. Managing a portfolio of smaller clients to ensure ongoing business and reactivating clients who are dormant
8. Daily and weekly generation of reports
9. Working closely with the compliance teams to complete annual KYC reviews
With interest in (Experience helpful but not necessary):
1. Working in a B2B environment supporting clients and Commercial teams
2. Experience and familiarity in Payments, Banking, FX and Treasury Management
3. Knowledge of payment processing and Acquiring, Issuing and ecommerce
4. Previous experience working in a start-up or new business unit is useful but not essential
The person we are looking for:
1. Ability to multi-task and work with multiple teams to deliver an optimal client experience
2. Must be a team player with an open mind, intellect, and strong work ethic
3. An impeccable level of integrity and therefore a solid reputation are a must
4. We need someone with the mindset and headroom to grow into this very exciting role and team
5. Ability to effectively manage time-sensitive tasks in a fast-paced environment with little supervision
6. Ability to follow and update written internal procedures and processes
7. Strong MS Excel skills
8. Decision maker with a logical mindset
9. Experience or understanding of our core verticals would be advantageous - Digital Assets, Gaming/Gambling, Forex/CFD. PSP's and Money Service Businesses
10. Proficiency in delivering and handling written and verbal communications in a timely and highly professional manner
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