Xe.com
Middle Office Assistant
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Job Description
About Us
At Xe, we live currencies. We share the belief that behind every currency exchange, query or transaction is a person or business trying to accomplish something important, so we work together to develop new and better currency services that put our customers first.
Xe was one of the first businesses built on the internet, having begun its life in Canada in 1993 as Xenon Laboratories. Our Universal Currency converter was launched in 1995 and it has grown into one of the most popular currency sites in the world, with over 280 million users worldwide. In 2015, Xe was purchased by Euronet Worldwide, Inc. (Nasdaq: EEFT), and joined forces with Euronet's HiFX brand, a leading international money transfer business, to offer Xe's users access to reliable money transfer services as well as currency information under the Xe brand. Today, our platform is used by thousands of businesses from small-to medium-sized enterprises, to Fortune 500 companies.
We continue to have ambitious growth plans as we work towards becoming the world's most used, most loved and most trusted currency exchange service, helping more than a billion people around the world.
We're proud of what we do and how we do it, but most importantly why we're here. We empower people to know more and do better...because behind every currency exchange query or transaction is a person trying to accomplish something important.
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
How will you help Xe become successful?
Middle Office is the operational support layer between our front office and our back office. Its purpose is to take the post-trade lifecycle and client servicing work off the dealers, so that they can spend their time with clients and in the market, and to give our clients faster, more consistent answers on the things the front office cannot action itself.
This is a newly established global function and these are new roles within it. You will be joining at the point where the standard is being set, working alongside colleagues in APAC, EMEA and the Americas to a single global process, and you will have a genuine hand in shaping how the function works rather than inheriting a fixed process.
The role is a control function as much as a service function. Accuracy, timeliness and a disciplined approach to what you can and cannot action yourself matter as much as speed.
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What you'll do
Responsibilities Include, But Are Not Limited To
Trade Lifecycle Support
- Pre-deliver settled contracts so that payment can be released on value date
- Link and unlink client funds and disbursements to contracts on authorised dealer instruction
- Monitor funds held on account, matching receipts to trades where Operations has not already identified them, and chase those that have been outstanding beyond tolerance
- Net contracts and distribute forward and option contracts, including option pre-delivery confirmations
- Process trade sell-backs for returned funds and generate advance payment confirmations on request
- Support the management of client deposits against contracts to ensure they are accurately accounted for
Client Account Servicing
- Create, amend and remove beneficiary templates, including charge code handling, and process bulk beneficiary uploads on dealer request with appropriate management approval
- Set up new authorised users, process linked account users for clients with sister companies, and issue online setup emails
- Maintain client details across DFX and HubSpot, including direct debit bank details and account or user inactivation
- Investigate online login errors and see them through to resolution
- Review contract-to-contract linking requests to confirm there is sufficient information and transparency before actioning
Queue Management
- Work the Middle Office Zendesk queue, resolving client and dealer queries within SLA
- Conduct awaiting balance queue reviews and action items in line with the agreed process
- Monitor and manage cancellation requests, and action the automatic close-out queue, routing formal close-outs to Credit
Exception Handling and Escalation
- Review, follow up and help resolve payment investigation cases, third-party incoming funds and bank requests for information, escalating formal tracing and recalls to the Global Investigations desk
- Process small-value credit and debit adjustments and write-offs of shortfalls within your delegated limit, escalating anything above it for approval
- Ensure timely and professional resolution or escalation of client disputes
Other Responsibilities
- Support user acceptance testing for new DFX releases and builds
- Contribute to the documentation of the new global Middle Office process standard, and flag where regional practice diverges from it
- Proactively identify opportunities to improve systems, controls and processes, and reduce manual effort
- Assist with ad-hoc requests from the wider Operations, Credit and Finance teams
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Who you are
- Experience in a payments, settlements, trade support or client servicing role within a banking, FX brokerage or international payments environment
- Working knowledge of deliverable FX products — spot, forwards and swaps — is preferred, along with an understanding of the trade lifecycle from execution through to settlement
- A strong understanding of how front office and back office processes fit together, and where your role sits between them
- Excellent attention to detail, with the discipline to follow a control process consistently and to escalate rather than improvise when something falls outside your authority
- Experience in a client-facing or dealer-facing role supporting corporate and consumer clients
- Able to stay calm under pressure and manage the expectations of internal and external customers
- A team player who is self-driven but able to work autonomously, with sound planning and organising skills and the ability to prioritise a varied workload
- Excellent verbal and written English communication skills
- Experience of DFX, HubSpot and Zendesk, or equivalent trading, CRM and service-desk platforms, is an advantage
Perks & Benefits
- Competitive Salary & Discretionary Bonus
- 23 days annual leave increasing with each year of service (capped at 28 days)
- Paid day off for your Birthday
- Discounted Euronet Employee Share Purchase Plan (ESPP)
- Life Cover, Income Protections Scheme & Critical Illness cover
- Healthcare
- Plumm Mental Health and Wellbeing
- Volunteering day for a charity of your choice
Diversity and Inclusion
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. This includes making adjustments or changes for disabled people, neurodiverse people or people with long-term health conditions. If you would like us to do anything differently during the application, interview or assessment process, including providing information in an alternative format, please contact us on recruitment@xe.com
Note
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.
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