Customer Service Specialist
4 days ago
About the Company
At Redpin we simplify life's most important payments. Buying a new property overseas can be a stressful time, especially when it comes to moving your money. Through our Currencies Direct and TorFX brands we've been helping people do just that for over 25 years. With recent investment we're now on a mission to build a new range of digital products and services that will make moving money Internationally for Real Estate purchases even easier
We're on a mission to become the solution for Real Estate payments everywhere. To do this, we are transitioning our business from a horizontal FX platform to a verticalized, embedded software company, as we look to the future and Redpin 2.0.
About the Role
The Customer Service Specialist serves as the first point of contact for customers, providing support across phone, email, and chat. The role involves assisting with currency exchange queries, transfers, account issues, and general troubleshooting while ensuring accurate documentation of all interactions. You will collaborate with internal teams to resolve complex cases, support compliance-related escalations, and deliver a consistently professional and positive customer experience.
What You'll Do
Customer Interaction
Handle customer queries via phone, email, and chat, providing timely support for currency exchange, transfers, technical issues, and account management. Maintain accurate records of all interactions.
Product Knowledge
Stay updated on all group products and processes. Provide clear information and identify genuine opportunities to recommend solutions like multi-currency cards or regular transfer options.
Complaint Resolution & Compliance
Resolve customer complaints efficiently and support AML, fraud, and social media escalations by following internal guidelines and escalation protocols.
Team Collaboration
Work with compliance, operations, finance, and product teams to resolve complex issues and report downtimes. Represent the company professionally with consistent, high-quality service.
What You'll Need
3+ years of customer service experience, handling phone, email / chat.
Strong communication skills with a customer-first mindset.
Experience using CRM tools (like Salesforce) to manage customer data accurately.
Problem-solving skills and the ability to handle complaints calmly.
Basic knowledge of AML and fraud, and the ability to spot and report risks.
Ability to suggest the right solutions when needed.
Detail oriented documentation skills for accurate records.
Ability to handle technical/account management queries following internal guidelines
Teamwork and collaboration skills to work with compliance, operations, finance, and product teams.
Flexibility and adaptability to work in a 24/7 environment with strong multitasking and attention to detail.
Bonus Points
Ability to identify suitable upsell opportunities
Awareness of AML and fraud indicators beyond basic understanding
Understanding of company products and processes, with the ability to explain them clearly.
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