Job Description

As an Account Specialist at Wise, you will play a pivotal role in enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and identifying upselling opportunities, while ensuring a seamless customer experience. You will leverage your expertise to proactively manage and address at-risk accounts, working directly with clients to resolve their needs. This role offers a unique chance to dive into proactive account management, contribute to a high-impact initiative, and help shape the future of business support at Wise.

Key Responsibilities

Proactive Action (Account Specialists)

Wise has pioneered a differentiated service proposition for High value customers called Total Service. This role would see you managing a dedicated portfolio of high-volume business customers, with a relentless focus on Resolution, quality and SLAs. The team collectively will focus on both retention and growth in Contribution Margin. This involves understanding their needs, providing tailored advice, and proactively identifying opportunities for them to optimise their use with Wise.
Resolution Expert (Problem Solving & Support):

Act as the go-to person for complex client issues, leveraging your deep product knowledge. You'll provide powerful, personable relationships with a set customer base generating trust from these customers.
Strategic Client Engagement:

Proactively monitor your portfolio's health and engage with customers based on data-driven triggers to address potential issues and ensure ongoing customer satisfaction.
Collaborate (Impact & Feedback):

You'll collaborate seamlessly with support teams across servicing as well as other stakeholders. A crucial part of your role will be providing valuable feedback directly contributing to service and process improvements.
Experience & Driven Wiser:

You'll have a minimum of 24 months' tenure in a similar or a customer service role with a proven track record of excellent quality and consistent performance. You are able to gain deep knowledge of products and systems, operating at a Specialist/Senior Customer Service Agent level, with strong communication, organisational, and problem-solving skills, and a genuine passion for helping businesses succeed.

Qualifications

Requirements

The experience and competencies needed to succeed in this role:


Customer-Centric Mindset: A strong focus on customer satisfaction and the ability to instill this mindset within your team. Strategic Problem-Solving: Excellent problem-solving skills with the ability to think strategically and anticipate challenges. Exceptional Communication: Outstanding communication skills to clearly explain complex concepts to both customers and your team. Demonstrates the capacity to articulate complex concepts in a manner accessible to customers, fostering strong connections. Attention to Detail: Great attention to detail and a solid understanding of KYC principles, with the ability to identify compliance-related red flags and behaviours and guide your team in mitigating risks. Capable of instilling this mindset within your team. Dynamic Adaptability: Ability to thrive in a dynamic, fast-paced environment where priorities can shift, requiring agility in leading your team through varied tasks. Analytical & Critical Thinking: Strong analytical and critical thinking skills to make data-driven decisions and guide your team effectively under pressure. You'll need to be decisive and accountable, driving team results and empowering your team members to take responsibility. Industry Knowledge: Ensure your team stays informed about industry trends, market shifts and competitors' landscape, translating these insights into actionable strategies for enhanced client interactions and recommendations.

Expectations

You have a track record of successfully growing your accounts.


You have experience with domestic and cross-border payment systems (SEPA, FPS, SWIFT and other local market payment schemes). You're familiar with business and financial services landscapes and understand how cross border payments work for them today. You've worked in a high growth payments technical environment previously. You get stuff done. Execution is your superpower, and you possess strong planning, decision-making, problem-solving, and critical-thinking skills. You are deadline-oriented and have great time and energy management skills. You are extremely comfortable working with operational, product, and financial data, and can "connect the dots" across them. You're hands-on. Whether it's diving deep into data analysis, processes, or compliance, you are ready to go deep into the rabbit hole.

Onboarding and integration

Systems/tools to be used:Google Sheets, Klaus, Zendesk, Twilio, SuperSet, Looker, internal CRM/case handling tools (Salesforce), Confluence, Slack, Google calendar, Sailpoint. Please, be mindful that this list is not exhaustive. * Onboarding:The onboarding process for the Specialist role at Wise will include a comprehensive introduction to the company's culture and values, followed by an in-depth training program with the Total Service Account Specialist Team, focusing on product knowledge, compliance requirements, and the use of essential tools to ensure a smooth transition into the role.