Customer Experience Associate

6 months ago

Toronto, Canada OFX Full time

Company Description
**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**:
We are looking for a passionate Customer Experience Associate (internally known as Client Associate, Consumer) to join our friendly & energetic team in Toronto. 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.

**_ Please note: We operate on a hybrid model of working (in-office and remote)._**

**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
- 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
- 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

**What are nice to have**
- Bilingual in conversational Spanish
- KYC, AML training
- 1-2 years Sales/customer service experience of meeting key performance indicators
- Finance/Business related education
- Banking experience

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 we offer**

OFX attracts top talent from all over the globe with over 50 nationalities represented amongst our employees. To thrive here, you'll be a self-starter with a penchant for getting stuff done.
- An excellent place to grow your career We are excited about our growth plans, and the corresponding professional growth opportunities for you
- Birthday and volunteer days, and a generous global parental leave policy... We want to make sure you have the right balance in your life.
- Stay motivated by knowing your work matters amongst a collaborative, creative and innovative team. We truly believe we're better together
- Bring your big ideas. We're here to listen and we value your insights and contributions, because pushing boundaries is a core value here

**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 LinkedIn learning programs, which all OFXers have access to, and we continue to evolve our learning and development programs.
- Giving back: we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, that OFXers can use together or individually
- We prom

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