Operations And Customer Services Officer

Moneycorp; Madrid; Presencial; EUR 28.000 - 38.000; Jornada completa

Descripción de la vacante

Moneycorp in Madrid is seeking an Operations and Customer Services Officer to manage client transactions related to FX trading accounts and inquiries, ensuring compliance with company procedures. The role requires strong organizational skills, attention to detail, and excellent listening abilities.

Fluency in English and native Spanish are essential, with a willingness to work on site in Madrid. You will support payments processing, customer communications, and collaboration with sales and

Formación

• Good organisational skills including prioritisation and multitasking.
• Excellent attention to detail.
• Strong listening skills; native Spanish and fluent English.
• Experience with financial sector / Middle Office and banking payments systems.

Responsabilidades

• Keep transactions from start to finish; ensure tasks align with team KPIs, chases, and reporting.
• Process incoming client payment files promptly and investigate inbound/outbound payment queries.
• Collect and verify documentation from clients to enable contracts to be processed per compliance.
• Liaise with banks on payment queries and support preparation of documents for Legal.
• Ensure all customer communications are recorded and logged; refer to other units when needed.
• Comply with Anti Money Laundering Regulations.
• Handle incoming calls, emails, and admin tasks within SLAs; resolve issues at first point of contact.
• Manage client documentation to ensure contracts are processed accurately and in line with compliance.
• Answer client queries regarding Moneycorp services and transactions.

Conocimientos

Organisational skills

Attention to detail

Active listening

Spanish (native)

English (fluent)

Descripción del empleo

Operations and Customer Services Officer

Description

Who We Are

Moneycorppowers global payments for corporates, institutions and high net worth individuals, combining worldwide reach with local expertise. With over 45 years of market experience, two banking licences and offices in 11 countries, our technology delivers 24/7 accessibility, while our people deliver award-winning service. In 2024, we supported £79bn+ of international payments, reaching 190 countries in 130 currencies. Our 32k+ corporate clients benefit from our regulatory resilience with 63+ permissions globally, access to major payment rails, and proprietary technology.

Moneycorpis a place where energy, commitment to our shared success, and collaboration are core to our values. We’re restless in our drive to surpass the expectations of our customers and unlock opportunities to support them at every stage of their journey. The foundation of our success is our people, and nurturing a culture of belonging for all our colleagues is central to our journey as a global business.

Role Purpose

This role is responsible for managing all client transactions relating to their FX trading accounts and queries efficiently and in line with company policies.

The ideal candidate will have good analytical and organisational skills in order to ensure all operational and administrative tasks are carried out on time, keeping on top of client transactions from start to finish, in accordance with company procedures and KPI’s / SLA’s.

This person will play a key part in building the Moneycorp reputation by increasing brand loyalty through meeting and exceeding customer expectations.

The role includes looking at improving our processes and tools, dealing with inbound and outbound calls, emails, complaint handling as appropriate as well as communication / support to sales and dealing teams.

Previous experience and knowledge of financial sector and banking institutions will be very positively valued.

Key responsibilities:

Operational Excellence & Compliance

• Keep on top of clients transactions from start to finish. Ensure all tasks align with team KPIs, including chases in system, group inboxes , monitoring Overwatch data, and supporting complaint handling and reporting.
• Process incoming client payment files promptly and efficiently Investigate inbound and outbound payment queries in coordination with the Back Office.
• Make sure we receive documentation from clients to enable their contracts to be processed efficiently, accurately and in line with Company compliance procedures
• Liaise with banks on payment queries and support preparation of documents for the Legal team.
• Ensure all customer communications are recorded, logged appropriately (scanned and archived) and referred to other business units where required.
• Comply with Anti Money Laundering Regulations.

Customer Support & Administration

• Handle incoming calls, emails, and administrative tasks promptly and within agreed SLAs, resolving client issues at first point of contact whenever possible.
• Manage client documentation to ensure contracts are processed accurately and in line with compliance requirements, including AML obligations.
• Answer client queries received via any channel regarding Moneycorp services and all aspects of their transaction

Role requirements:

• Good organisational skills including prioritisation and multitasking.
• Excellent attention to detail.
• Strong listening skills. Native in Spanish and fluent communication in English.
• Comfortable working with new IT systems.
• Approachable, personable and good team player.
• Personal drive and initiative. Determined and persistent.
• Knowledge of financial sector / Middle Office and banking payments systems (BACS/SWIFTS/SEPA). Experience in International payments sector and Fintechs.

Please note: This is a full-time, permanent position. The role is expected to be office-based in Madrid.

What you get in return: This role offers a competitive salary, a comprehensive benefits package, and more.

Fostering a culture of belonging and inclusivity

We're committed to creating a workplace where every individual feels valued, respected, and included. As an Equal Opportunity Employer, we actively cultivate an inclusive culture where diversity thrives, and we empower our colleagues to drive meaningful change within our organisation through initiatives like our DE&I focus groups and value champion network.

Like many of our peers, we recognise that fostering inclusivity is an ongoing journey, and we remain steadfast in our commitment to progress. By measuring our efforts through regular assessments and listening to the feedback of our employees, we strive to ensure that our initiatives are impactful and responsive to the evolving needs of our workforce.

Together, we want to build a workplace where everyone can bring their authentic selves to work, as we believe this is the foundation of innovation, creativity, and collective success.