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.

ABOUT THIS ROLE

As a Customer Care Representative at Xe, you will be the first point of contact for our customers, providing exceptional service and support for their international money transfer and currency exchange needs. You will handle inquiries, resolve issues efficiently, and ensure a seamless customer experience through clear communication and problem-solving. This role requires a customer-focused mindset, attention to detail, and the ability to work in a fast-paced, team-oriented environment. Join us and be part of a global company dedicated to simplifying international payments and helping customers move money with confidence.

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.

ROLES & RESPONSIBILITIES

• Handle customer inquiries via phone, email, and chat, assisting with money transfers, currency exchange, and account-related questions.
• Investigate and resolve transaction issues, ensuring timely and accurate problem resolution while maintaining a high level of customer satisfaction.
• Guide customers through Xe's services, providing clear instructions on account setup, verification, and transaction processing.
• Ensure compliance with financial regulations and company policies, verifying customer information and following security protocols.
• Accurately document customer interactions in the system for tracking and reporting purposes.
• Collaborate with internal teams, escalating complex issues when necessary to ensure smooth case resolution.
• Identify and suggest process improvements to enhance the customer experience and operational efficiency.
• Support additional projects or initiatives as needed, contributing to the continuous improvement of Xe's services. 

POSITION REQUIREMENTS

• Previous experience in customer service, preferably in financial services, banking, or money transfers.
• Familiarity with international payments, foreign exchange, or financial regulations (preferred but not mandatory).
• Ability to quickly learn and adapt to new digital tools and software used for customer support and transaction processing.
• Fluent English and Spanish communication skills (written and verbal) with a strong customer-focused approach.
• Problem-solving mindset, able to handle and resolve customer issues efficiently.
• Strong attention to detail, ensuring accuracy in transactions and documentation.
• Ability to work in a fast-paced environment, managing multiple tasks while maintaining high-quality service.
• Team player with a proactive attitude, willing to collaborate and contribute to process improvements.  

PERKS & BENEFITS

·      Competitive salary

·      1 month of Aguinaldo (Christmas bonus)

·      15 days' vacation

·      Life insurance

·      Food vouchers

·      Work-life Balance

·      Growth Opportunities

We want Xe to be a great place to work and to ensure that our communities are represented across our workforce. A vital part of this is ensuring we are a truly inclusive organization that encourages diversity in all respects.

At Xe we are committed to making our recruitment practices barrier-free and as accessible as possible for everyone.

The position responsibilities outlined above are intended to define the general contents and requirements to perform this job. It is not to be taken as a complete statement of responsibilities or requirements. This job description does not restrict the Company's right to assign or reassign duties and responsibilities to this job as needed.