Hi. We’re OFX, a global provider of online, international payment services. We solve the complexity of moving money and enable better decisions. Headquartered in Sydney with offices worldwide, we’re a customer-focused business that is all about inspiring customer confidence.
At OFX, you’ll have the opportunity to reach beyond your role and function across disciplines. Make use of your diverse skill set at a business that values your expertise and turn your potential into reality.
Job Description
Reporting to the Supervisor of Customer Service, the Customer Service Specialist is a critical role to support the achievement of business objectives and goals.This is a great opportunity to build and grow with an industry leading organization. As a member of the team, you will work closely with an assigned sales team and will aid in resolving an array of operational tasks. You will play an important role in supporting, communicating with, and assisting clients while responding to queries and focus on maintaining excellent client satisfaction at all times. Our ideal candidate has a self-starter mentality with exceptional time management skills and can efficiently resolve incoming customer issues via phone and email.
Please note this position supports customers in the Western Canada region and hours for this position may vary between 10 AM - 6 PM EST or 11 AM - 7 PM EST.
Responsibilities:
- Perform a multitude of internal non-revenue generating operationaltasks for sales teams
- Monitor and resolve Salesforce cases within established SLA's
- Proactively monitor the dealing queues (in and out of region) to ensure settlement of trades are in line withbusiness rules
- Respond to incoming calls – aiming for first call resolution.
- Respond toincoming emails – achieving same day SLA
- Provide outbound customer support, including KYC follow ups, deal settlement follow ups
- Data entry (Wire information, LEI’s) and date entry verifications
- Perform other account management update tasks as required i.e. address updates, adding Authorized users, same currency reconciliation, actioning triggered Limit Order requests
- Follow up with payment inquiries as appropriate i.e., ROF’s, ROF deal booking, NSF’s, MT103 request
- Develop a deep knowledge and understanding of OFX’s internal systems, online platform, settlement methods, settlement timeframes
- Provide support to clients navigating the online platform
- Educate new clients on the process for making payments and functionality of 24/7 online account management
- Complete compliance enhanced due diligence requests
- Build and maintain effective working relationships internally to ensure prompt query resolution for the customer, referring queries as required
- Achieve personal/team SLAs (Service level agreement) and productivity targets
- Maintain current and up to date knowledge of internal policies, procedures and processes
- Maintain up to date knowledge of new product releases
- Other duties as assigned
Qualifications
What You Bring:
- Proven interpersonal, teamwork and relationship building skills
- Strong attention to detail
- Ability to prioritize and handle multiple competing tasks
- Ability to perform under pressure
- Proven track record of meeting strict deadlines
- Exceptional communication skills, both verbal and written
- Ability to perform duties autonomously
- Good working knowledge of MS office products andadobe
- Ability toadapt to new technology
Competencies:
- Teamwork
- Customer and Service focused
- Results Driven
- Leadership
- Change Champion
Education:
- High School diploma or equivalent
- Post-Secondary is considered anasset
Experience:
- Minimum 2 years’ experience in a customer service/operational roleis required
- Previous experience within banking/financial services (customer services) would be considered an asset
- Bilingual in French & English is desirable
Equivalent combinations of education and experience may be considered
The salary range for this position is $50,000.00 - $55,000.00 CAD. Exact salary offered will be dependent on multiple factors including level of experience, job-related knowledge, skills, work location, etc. In addition to base salary, this role may be eligible for a variable bonus and/or commission.As part of the compensation package, benefits are also offered for all full-time roles and part-time roles working a minimum of 24 hours a week.
Additional Information
What it's like working at OFX
We’re OFXers because we want to make a difference. We see challenges as opportunities and we’re not afraid to roll up our sleeves to get stuff done. We’re committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.
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.
- Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
- 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.
At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com.
We encourage you to apply if this role aligns with your career aspirations.
