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Client Success Associate

2 months ago

Edmonton, Canada UKForex Limited Full time

Job Description

Currently we have a vacancy within our friendly & energetic team for a Client Success Associate (internally known as Inbound Client Success Associate). 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.

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

  • 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
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