Client Service Associate

Responsibilities

• Be the first point of contact on all issues relating to the international payment process.
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
• Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
• Interact with new and existing clients on inbound/outbound calls/emails.
• Escalate calls within the company if required in accordance with internal procedures.
• Follow up with clients in accordance with AML/CTF regulations.
• Communicate effectively with internal departments when required i.e. Compliance.
• Contact clients in a timely manner to confirm their transfers.
• Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
• Gain knowledge of and remain up to date on relevant legislation.
• What you bring:
• HSC with further education/relevant customer service experience.
• University/accreditation would be advantageous however not necessary.
• Previous customer service experience, preferably in a high call volume environment.
• Computer skills, including using email and phone systems.
• Strong attention to detail and ability to perform multiple tasks.
• Ability to understand complex products and to handle objections.
• Ability to be flexible and work in a busy environment.
• Excellent interpersonal and communication skills.
• Ability to build effective relationships.
• Ability to remain calm under pressure and demonstrate emotional resilience.
• Integrity, reliability and good work ethic.
• Efficiency and exceptional time management skills.
• Commitment to providing outstanding customer service.
• Team oriented and ability to work unsupervised.
• What it's like working at OFX
• 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 the globe organize events to help keep our employees engaged inside and outside the office. Whether it's a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including health insurance, primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.
• #LI-Hybrid
• We encourage you to apply if this role aligns with your career aspirations.

Benefits

Additional Information

The Client Service Associate is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service. Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.

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Company Intel

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