Customer Support Specialist – High Amount Transfers

TransferWise

Tampa, FL, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/24/2021
  • Website: transferwise.com
  • Company Address: The Tea Building, 56 Shoreditch High Street, London, E1 6JJ, United Kingdom

About TransferWise

TransferWise is the clever new alternative to banks and brokers, that allows people to transfer money abroad at a lower cost than ever before. It uses technology developed by the people who built Skype and PayPal to remove all the fees the foreign exchange industry has kept hidden for decades. Customers transfer more than half a billion pounds every month using TransferWise, putting £22 million back in their pockets - and that's a number that is growing rapidly!

Our culture is driven by empowering people to make intelligent decisions with our customer at the centre. We hire intelligent people, and believe they can reach their full potential when given the autonomy to experiment and develop innovative ways to deliver a better product.

Our people are extremely proud of working here and that shows through the commitment and passion in everyday life at TransferWise. This is a place where you will develop yourself as well as make a very visible difference for people worldwide.

Job Description

Customer Support Specialist – High Amount Transfers (HAT)

We’re looking for veteran Customer Support Specialists to join our High Amount Transfers (HAT) team in our Tampa office!

This isn’t basic customer support – you would play a vital role in communication between compliance, product, and our customers, helping to ensure that the customer journey for high value payments is both professional and effortless. With a strong sense of case ownership, you can help our customers on their Wise path – both business and consumer customers alike!

This is an excellent opportunity to grow your career with cross-collaboration. We work very closely alongside product and compliance teams, often assisting as the front line for customer-submitted documents, and providing direct feedback to our product agents in order to change our services in live time. Additionally, we work on both business and personal transfers, with high exposure to both forms of customer support.

You’ll receive a competitive package including a starting salary of $18.70 per hour, Restricted Stock Units (RSUs) in a fast-growing company, and a wide array of other benefits!

Our HAT Mission: 

  • Striving for our customers to get all of the care and information they need when making their high value payments 
  • Ensuring that we offer an excellent customer support experience and specialized attention at all times we are available
  • Actively collaborating with the product team to constantly improve the high value payment flow for the customer interface
  • Reviewing source of funds documents, as well as communicating alongside various departments to guarantee an optimal speed for transfers
  • Constantly looking for new solutions to develop the HAT team based on the customers’ needs

This role will give you the opportunity to:

  • Make an Impact – You’ll fuel this revolution as the first point of contact for our customers, using your voice to guide them and take ownership over cases to increase your product knowledge and find a resolution for the customer. We’re all about intellectual curiosity, growth, and a solution-oriented mindset, because after all, this isn’t just a job to us! 🚀
  • Be Yourself – We’re looking for team members who have friendly personalities that are fun to work with! We’re a data driven company and we all have performance metrics to maintain, but we don’t believe in scripts or dress codes and we embrace everyone for who they are. We’re not interested in drama, only good Karma! 💙
  • Work Globally – Our customers are all over the world and our team members are just as diverse. We’re 2200+ Wisers strong, with over 70 nationalities working in offices from Tampa to Tokyo, and several places in-between. Our customers come first and we make no compromises on this, but we also take care of our teams and leave ego at the door! 🌎
  • Inspire Teams – With your ideas, knowledge, self-starting attitude, and customer insight, you’ll directly drive innovation and help us make money borderless! Whether you’re starting a side project from scratch or working with a product team to offer expert customer insight on a feature – whatever the mission, we get it done! 💫

A bit about you:

  • At least three years of customer support experience is required – Financial background experience is highly preferred, such as in compliance, banking, billing, or similar
  • You’ve got a strong drive to assist our customers and offer a specialized experience, particularly with high value customers of a potentially vulnerable nature
  • You’ve got excellent English verbal and written communication skills – other languages are always welcome!
  • You’re Flexible. This team supports regions across the world, so the shifts are later in the day. This team works Monday-Friday, with shifts from 10am-6pm and later, with the latest shift being 2pm-10pm. Please keep in mind that these times can change with the needs of our customers, so we’re specifically looking for flexibility and a desire to work later shifts (your first month or so would be a regular 9am-5pm schedule while you complete your initial CS training)
  • Your multi-tasking ability is comprehensive, with an ability to adapt quickly in an ever-changing environment with a complex product
  • You’ve got exceptional attention to detail to help you with frequent reviews of financial documents (ie: source of funds) to ensure that we are always meeting compliance regulations
  • You’re invested in the ownership aspects of customer care, ensuring that you see cases through to the proper resolution
  • You’re an independent and self-motivated problem solver with a desire to work in an autonomous environment
  • You’re a team-player. You’re straight up and honest. You’re able to own up to your mistakes and you follow through when you say you will
  • Most importantly – you understand that having a great working culture is everyone’s responsibility, so you treat everyone with respect, you always give a helping hand, and you let our values guide you

Also….

  • You’ve got at least a high school diploma or GED equivalent
  • You’re great at the keyboard and your typing speed is at least 35 words-per-minute
  • You must already be legally authorized to work in the US, we cannot support Visas for this role
  • This is NOT a permanently remote position, this is a full-time physical position in Tampa, Florida

The HAT team is a great place to develop your skills and understanding of compliance, product, and specialized customer support. With our hand-in-hand development and mutual goals, you will have a lot of exposure to other teams and how they relate to improving Wise, for each and every customer that seeks to make their high value transfers with our service!

Here’s a few articles for you to read to learn more about our culture and product:

“We hire smart people and we trust them”

What we do

How we work

Wise Customer Support team

Tampa Bay Times’ #1 Midsized workplace for 2019

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.