Jr Client Services Executive

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

We are currently looking for a Jr Client Services Executive to join our growing team in Manila, who will be responsible for supporting new and existing clients through onboarding and their first few transactions with Xe, helping them understand rates, fees, and the transfer process, and guiding them smoothly through to their first transfer and beyond.

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

• Reach out to new registrants and clients who have started a quote to answer questions, explain rates and fees, and help them complete their first transfer
• Guide new clients through onboarding: KYC/document needs, platform setup, and any questions that come up before their first transfer
• Manage an assigned queue of new registrations and in-progress quotes, responding within service level targets so no client is left waiting
• Stay in contact with clients through their first few transfers, checking in and offering support so a good early experience continues
• Support clients flagged by the Care team who need additional help completing a transaction
• Log all client interactions and relevant details in the CRM so nothing is lost on handup
• Hand off clients cleanly once onboarding is complete, with full context so the next person isn't starting cold
• Escalate anything that looks like it needs Team Lead or Account Manager involvement early, rather than letting it stall
• Stay within compliance guardrails on contact frequency and follow documented KYC/CDD process at every step
  
  

Position Requirements

• Bachelor's Degree in any related field
• At least 2 years experience in customer service, client support, or a similar client-facing role
• Comfortable working with CRM systems and managing a queue or caseload of clients
• Strong communication skills, both written and verbal, with the ability to explain processes clearly to clients
• Fluent in English
• Detail-oriented, with a methodical approach to following compliance and documentation requirements
• Flexibility to work in shifts as needed, given the role supports AU/NZ clients
• Prior experience in financial services, payments, or a regulated industry is a plus
  
  

Perks & Benefits

• Competitive Salary and Allowances
• HMO/Dental/Life Insurance Benefits on Day 1
• Paid Time Off (SL/VL) with Leave Conversion
• 13th Month Bonus
  
  

We 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.

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on [Confidential Information]

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.