Zai was born from the April 2021 merger of Assembly Payments and CurrencyFair. We are boldly transforming the future of financial services and powering our customers by making innovative financial services accessible to all. 

Assembly Payments, founded in 2013, has been one of the fastest growing fintechs in Australia, with a presence in Singapore, India, Philippines and the US. Specialising in building automated payment workflows, with APIs, to reduce the complexity of running both traditional and digital-native businesses. 

CurrencyFair, founded in 2010 and with offices in Ireland, UK, Hong-Kong, Singapore & Australia, is a global cross-border payments fintech that serves individuals and businesses with international payments and currency exchange through its proprietary global platform. 

The Zai brand focuses on mid-market and enterprise-level business customers in the world of integrated financial services, including payments, FX, fraud management, reconciliation and more. While the CurrencyFair brand continues as the home for consumers and small businesses who want faster, cheaper foreign exchange. 

Zai has over 170 employees, growing to 450 by 2025 and we are now expanding our presence across APAC, Europe, the Middle-East, and the US. We are looking for skilled, motivated and passionate people who want to be part of the next generation of financial services.

Role Purpose

The successful candidate will have the opportunity to help define and drive Zai's global B2B lead acquisition strategy. Working under the guidance of the Acquisition Marketing Manager, they will be responsible for managing and optimising campaigns across paid search, social, display and affiliate channels. This role would suit an ambitious paid media executive with B2B experience who wants to work in a flat, agile organisation where their ideas will have a direct impact on the company's growth and success.

As a member of the Customer Experience team, the Customer Experience Specialist is responsible for delighting and empowering the customer (both business and consumer); ensuring customer needs are identified and addressed in a timely, accurate and engaging manner. This role requires the ability to effectively balance productivity and quality through working a variety of customer cases in several customer queues using different communication channels (email/phone).

Key Responsibilities

• Deliver superior levels of customer support throughout the B2B and B2C customer relationship from completion of onboarding and throughout the customer relationship
• Own all customer experience support cases, ensuring queries are addressed and resolved promptly, and professionally (via email and/or phone in both English and French/German), in accordance with the Company’s policies and procedures, whilst ensuring comprehensive records of all interactions are maintained within the strategic CRM platform (Salesforce)
• Effectively manage AML requirements at customer onboarding including:

o  All CDD activity

o  PEP and Sanctions screening

o  Reviewing and verifying customer information

o  Raising of suspicious transactions/activities to the MLRO

• Develop and maintain subject matter expertise to meet the needs of all customers in a dynamic and fast-growing business through continuous skills, knowledge and process improvement and active participation in team training
• Work as a team player, taking on additional responsibilities as the role evolves.

• Fluent English with superior communication skills, both verbal and written
• Applicants MUST also have fluent French/German
• A demonstrable track record in customer service and/or customer onboarding, preferably in a financial services environment
• Exceptional customer service ethic
• Target driven with strong appreciation of daily targets
• Highly proactive and self-starting, whilst also thriving in a team environment
• Ability to multitask in a fast paced, customer focused environment
• High level of accuracy and attention to detail, with well-developed skills in understanding and addressing customer needs
• Confident navigating different systems / technologies
• Flexibility to work a variety of shift patterns up to 10pm, including weekend and public holiday work (5 day weeks)