Client Service Associate - Sunday to Thursday

Responsibilities

• Be the first point of contact on all issues relating to the international payment process
• Set up new client accounts and explain how our online service works
• Explain compliance requirements
• Check & confirm all details of clients bank to bank transfers
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email
• Manage high call and email volumes and deliver outcomes
• Follow up with unverified clients, compliance and AML regulation issues
• Respond to client queries across all facets of the payment process including tracking funds and coordinating responses with Operations and Settlements
• Gain knowledge of, remain up to date on and work within legislation relevant to the role, e.g. AML, KYC
• Handle clients on both the 1.0 and 2.0 platform as required
• What you bring:
• Post-secondary education
• Proven experience in delivering outstanding customer service (phone/email based preferred). Committed to exceeding key performance indicators
• Strong computer skills (MS Office and email) and the ability to adapt to different IT systems
• Excellent interpersonal communication skills; both verbal and written
• Ability to build effective relationships
• Ability to remain calm under pressure and demonstrate emotional resilience
• Integrity, reliability and good work ethic
• Master of multitasking; ability to manage several systems and tasks simultaneously with high attention to detail
• Team oriented and ability to work collaboratively and unsupervised

Requirements

• Bilingual in conversational French or another language
• KYC, AML training
• 1-2 years Sales/customer service experience of meeting key performance indicators
• Finance/Business related education
• Banking experience
• Experience using salesforce or similar platform
• We also offer a flexible hybrid working model where employees typically work 1-2 days from our office in Edmonton (near the intersection of 101 St NW and 103 Ave NW).
• This is an existing full time permanent position.
• We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
• Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers' effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around th

Benefits

Additional Information

We are looking for a passionate Customer Success Associate to join our friendly & energetic team in Edmonton for our Sunday-Thursday shift. This is a fantastic opportunity to play an integral role in delivering unparalleled customer service to our clients, whilst maintaining our award-winning reputation for ease of transaction and friendly service. This role will suit an individual who loves to build client relations and deliver exceptional customer service. Key responsibilities include providing outstanding customer service, responding to all clients' queries via various channels, providing website assistance, explaining processes, products and services in accordance with internal procedures and relevant legislation. Hear from some of our team on how they inspire customer confidence in our 'OFX At Your Service' video: https://goo.gl/RDwGi5 The schedule for this role would require flexibility to work a Sunday-Thursday shift, except for the initial training period which will be Monday to Friday.

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