Client Support Coordinator

1 month ago

Edmonton, Alberta, Canada OFX Full time
Position Overview:

The Customer Service Specialist plays a vital role in achieving the organization's business objectives. This position offers a unique opportunity to develop and advance within a leading company in the industry. As part of the customer service team, you will collaborate closely with an assigned sales group to manage various operational tasks. Your primary focus will be on providing exceptional support and communication with clients, ensuring their inquiries are addressed promptly and effectively, thereby maintaining high levels of client satisfaction.

Key Responsibilities:

  • Execute a variety of internal operational tasks that do not directly generate revenue for sales teams.
  • Oversee and resolve Salesforce cases within defined service level agreements (SLAs).
  • Continuously monitor dealing queues to ensure that trade settlements comply with established business protocols.
  • Handle incoming calls with the goal of achieving first-call resolution.
  • Respond to incoming emails, ensuring same-day resolution.
  • Provide proactive customer support, including follow-ups on Know Your Customer (KYC) and deal settlements.
  • Perform data entry tasks, including wire information and Legal Entity Identifiers (LEIs), along with verification processes.
  • Manage account updates as necessary, such as address changes and authorized user additions.
  • Address payment inquiries as needed, including requests related to funds and deal bookings.
  • Acquire in-depth knowledge of OFX's internal systems and online platforms, including settlement methods and timelines.
  • Assist clients in navigating the online platform effectively.
  • Educate new clients on payment processes and the functionalities of 24/7 online account management.
  • Complete compliance-related enhanced due diligence requests.
  • Foster effective working relationships internally to ensure timely resolution of customer queries.
  • Meet personal and team SLAs and productivity goals.
  • Stay informed about internal policies, procedures, and product updates.
  • Perform additional duties as assigned.

Qualifications:

  • Demonstrated interpersonal skills and ability to build relationships.
  • Strong attention to detail and organizational skills.
  • Capability to prioritize and manage multiple tasks simultaneously.
  • Ability to thrive under pressure and meet tight deadlines.
  • Excellent verbal and written communication skills.
  • Proven ability to work independently.
  • Proficient in Microsoft Office Suite and Adobe products.
  • Adaptability to new technologies.

Competencies:

  • Team Collaboration
  • Customer Service Orientation
  • Results Focused
  • Leadership Qualities
  • Change Management

Education:

  • High School diploma or equivalent; post-secondary education is an asset.

Experience:

  • At least 2 years of experience in a customer service or operational role.
  • Previous experience in banking or financial services is advantageous.
  • Bilingual proficiency in French and English is preferred.

Salary for this position ranges from $50,000 to $55,000 CAD, with potential for bonuses and commission based on experience and qualifications. Comprehensive benefits are available for full-time and part-time employees working a minimum of 24 hours per week.

Company Culture:
At OFX, we strive to create a workplace that values diversity, inclusivity, and authenticity. We believe in fostering a culture where every employee can thrive and contribute to our collective success.

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