Job Description

Currently we have a vacancy within our friendly & energetic team for a Customer Service Representative (internally known as Client Associate, Consumer). 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

Please note: This is a full-time, permanent position, requiring the employee to work 40 hours per week, ideally with at least 1 day on the weekend.

What you’ll be doing

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

Qualifications

What you’ll 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