Customer Service Specialist

2 months ago

Edmonton, 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.

**Responsibilities**:

- Perform a multitude of internal non-revenue generating operational tasks 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 with business rules
- Respond to incoming calls - aiming for first call resolution.
- 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 and adobe
- Ability to adapt to new technology

**Competencies**:

- Teamwork
- Customer and Service focused
- Results Driven
- Leadership
- Change Champion

**Education**:

- High School diploma or equivalent
- Post-Secondary is considered an asset

**Experience**:

- Minimum 2 years’ experience in a customer service/operational role is 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

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