Total Service Account Specialist

1. Purpose of the role

As an Account Specialist at Wise, you will play a pivotal role in enhancing customer relationships and driving business growth. Your focus will be on servicing existing customers, increasing retention, and identifying upselling opportunities, while ensuring a seamless customer experience. You will leverage your expertise to proactively manage and address at-risk accounts, working directly with clients to resolve their needs. This role offers a unique chance to dive into proactive account management, contribute to a high-impact initiative, and help shape the future of business support at Wise.

2. Key Responsibilities 

• Proactive Action (Account specialists)

  • Wise has pioneered a differentiated service proposition for High value customers called Total Service. This role would see you managing a dedicated portfolio of high-volume business customers, with a relentless focus on Resolution, quality and SLAs. The team collectively will focus on both retention and growth in Contribution Margin. This involves understanding their needs, providing tailored advice, and proactively identifying opportunities for them to optimize their use with Wise. 

• Resolution Expert (Problem Solving & Support):
  • Act as the go-to person for complex client issues, leveraging your deep product knowledge. You'll provide  powerful, personable relationships with a set customer base generating trust from these customers.

•  Strategic Client Engagement:

  • ​​​​​​​Proactively monitor your portfolio's health and engage with customers based on data-driven triggers to address potential issues and ensure ongoing customer satisfaction.

• Collaborate (Impact & Feedback):

  • You'll collaborate seamlessly with support teams across servicing as well as other stakeholders. A crucial part of your role will be providing valuable feedback directly contributing to service and process improvements.

• Experience & Driven Wiser:

  • You'll have a minimum of 24 months' tenure in a similar or a customer service role with a proven track record of excellent quality and consistent performance. You are able to gain deep knowledge of products and systems, operating at a Specialist/Senior Customer Service Agent level, with strong communication, organizational, and problem-solving skills, and a genuine passion for helping businesses succeed.