Global Investigations Specialist

3 weeks ago

Auckland City, New Zealand Xe Full time

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.

We are proud to be part of Euronet Worldwide (Nasdaq: EEFT), a global leader in processing secure electronic financial transactions. Under their Money Transfer division, Xe and Ria Money Transfer have been brought together to help establish the third largest money transfer business in the world.

We continue to have ambitious growth plans as we work towards becoming the world’s most used, most loved and most trusted currency exchange service, helping more than a billion people around the world.

We’re proud of what we do and how we do it, but most importantly why we’re here. We empower people to know more and do better...because behind every currency exchange query or transaction is a person trying to accomplish something important.

**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

**How will you help Xe become more successful?**

The purpose of the Global Investigations Specialist role is to provide transaction support by completing payment investigations where required to resolve any client payment queries. They will continuously improve and optimise by identifying and supporting opportunities to empower our frontline teams to facilitate payment queries, whilst complying with AML regulations, security standards and internal policies / procedures.

**Requirements**:
**What you’ll do**

**Passionate about the business **You will be responsible for reporting to the Payments Operations Manager, within a global team to manage money in and money out exceptions for customers (consumer & businesses) in the fastest and most efficient way possible. You will support agreed service delivery standards and will require you to liaise with different teams, clients, and offices to resolve operational queries and support the business where required. Identifying any exceptions in relation to payment and any associated financial risk;
- **Goal & target orientated**: You will provide transaction support, managing workflow queues to ensure transactions are dealt with in a timely and efficient manner to meet cut off times and SLA’s. As well as dealing with referrals via internal ticketing system within company service level agreements. Success for this role is measured via a range of quantitative and qualitative measures including ticket volumes.
- **Ambitious & tenacious** Be highly motivated to succeed and eager to learn within a dynamic environment.

**Who you are**
- **A dynamic professional** With previous experience of working within operations / payments (international payments), and/or within an FX/IP (MSB) service provider or financial services provider / bank.
- **A strong communicator **Excellent verbal communication skills, ability to build strong relationships and communicate effectively
- **Expert Knowledge** Of global payment rails and systems, including SWIFT, ACH, EFT, SEPA,FPS, credit & debit card
- **Drives Engagement & Collaboration **Consultative selling skills, with the ability to make decisions and handle objections
- **Works independently - **Strong time management skills, able to plan, organize and multi-task. You will have excellent attention to detail and numeracy skills. You will be a valid team player - approachable, collaborative, adaptable and eager to learn

**Benefits**
- Annual Discretionary Bonus
- Health Insurance
- 20 days annual leave increasing with each year of service (capped at 25 days)
- Paid day off for your Birthday
- Discounted Euronet Employee Share Purchase Plan (ESPP)
- Training Budget
- Plumm - Your mental health is our priority Our Plumm Mental Health Wellbeing platform offers on-demand access to therapists with a variety of specialties.
- Hybrid Working Options

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