Client Help Desk Specialist

Ruesch International, Inc. is a wholly owned subsidiary of Travelex, the world’s leading foreign exchange and international business payments and receipts specialist. Through its subsidiaries and branches, Travelex operates in the Americas, Asia, Europe, Australia, the Middle East and Africa and the United Kingdom.

 

Ruesch strives to make global payments and receipts easy for businesses of any size worldwide. It offers business-to-business payment and receipt solutions through an intuitive online platform that integrates directly with clients’ systems and helps clients manage their currency exposure. The company currently services over 35,000 clients in 35 countries and processes more than $37 billion payments annually to more than 1 million beneficiaries. We are headquartered in Washington, DC and have more than 30 years of experience in the payment processing industry.

 

Ruesch International is recruiting for a Client Help Desk Specialist within the Operations Group.  The position is located at our North American Headquarters in Washington, DC. If you are interested in continuing your career in a fast paced, entrepreneurial environment, Ruesch is the place for you.

 

Responsibilities:

This position supports Ruesch International’s corporate client relationships by responding to and working on all client inquiries, acting as the key link between clients, sales executives and the internal back office network.  Client Help Desk Specialists provide clients with a centralized point of contact on all foreign exchange related issues, including: analysis, transaction investigations and ad hoc staff requests for assistance as required. Using analytical abilities, the specialist is able to identify and resolve transaction-related inquiries.

This dynamic position focuses on the delivery of customer focused services optimizing customer contact in order to increase customer retention. Additional responsibilities of this position include:

· Responding to telephone and email inquiries from clients and corporate & regional office staff, relating to failed or delayed transactions.

· Providing answers to questions regarding policies & procedures.

· Creating new client accounts in a Client Management System by inputting data submitted from sales staff, while at the same time ensuring that all procedures have been followed in the process.

· Repairing payment transaction instructions, and when necessary, speaking to clients and sales executives to obtain or provide further information.

· Coordinating between internal departments to ensure a case and/or investigation is resolved.

· Exhibiting professional behavior and promoting positive working relationships. 

· Responsible for check/draft related inquiries (Stop Payments, check copies etc), wire transfer inquires and outstanding payment inquiries within established guidelines. 

· Establishing and maintaining effective working relationships with management and staff at all levels while maintaining a high level of product quality, team member productivity, and customer satisfaction.

· Managing tasks by using issue tracking system.

· Must maintain a high level of self-motivation and target focus while holding customer satisfaction as paramount.

· Must be available to work within shift environment from Monday-Friday 7:00-6:00 supporting Canadian and USA business.

· Performs other duties as assigned.Requirements:

· An Associates Degree in Management of Information Systems, Accounting, Finance or equivalent work experience.

· Knowledge of financial services regulatory/banking environment.

· Minimum two years Customer Service experience is required.

· Strong track record of successfully servicing a customer base comprised predominantly of business organizations.

· Experience in customer service-oriented businesses – ideally in financial services and systems.

· Understanding and strong appreciation for technology and its use as a competitive tool.

· Ability to adapt to a rapidly changing environment.

· Experience working on daily tasks and short term projects that require analysis, information tracking and coordinating multiple tasks with various departments and clients.

· Comfortable working with Microsoft Suite (Excel, Word, Outlook, Access, Internet Explorer).

· Ability to work independently and within a team environment.

· Ability to communicate a strong service commitment (verbal or written) and willingness to help others.

· Strong planning & organizational skills; effective in prioritizing work and following through on commitments

· Strong interpersonal and oral/written communication skills, ability to interact effectively with all levels of management

· Strong customer service attitude

· Flexible and adaptable to a dynamic and changing environment

· Strong analytical skills with effective problem solving abilities; attention to detail

· High degree of initiative; highly motivated self starter

 

Ruesch is an equal opportunity employer that believes in growing and promoting a diverse work force. We believe in creating an environment where you can be challenged and improve your skills, gain professional development within your discipline, build your resume, and work with other motivated individuals. Our organization also firmly believes in an open door policy for all staff and we foster open communications between all disciplines, departments, and offices within the company at large.


Ruesch associates are remunerated for their efforts with competitive salaries and benefits packages.To APPLY:

Interested candidates please reply via email with resume and cover letter to recruiting@ruesch.com listing the position title in the subject line.