Customer Service Representative

Remarkable team. Remarkable service. Remarkable growth.

WHAT WILL YOU BE DOING?
Reporting to the Manager Customer Experience, the Customer Service Representative is responsible for providing excellent customer service to Firma online clients and assisting them with onboarding. The Customer Service Representative will also be responsible for assisting various branches by effectively managing the office procedures in relation to sales. This includes supporting the Sales team with general sales operations and administrative functions.

**More specifically your duties will include**:

- Complete online enrollment for House Accounts.
- Resolve client registration issues and FAQ’s.
- Monitor pending activation lists ensuring follow ups are completed in a timely manner.
- Explain the features, advantages, and benefits of using Firma’s online platform.
- Respond to all inbound customer service queries - aiming for first call resolution.
- Proactively monitor deal blotter to ensure client settlement.
- Ensure new clients understand the process for making payments and functionality of 24/7 online account management.
- Develop a deep knowledge and understanding of Firma’s online platform, settlement methods, settlement timeframes and FX markets.
- Data entry (Wire Information, New Account Set-Ups, Pad/Credit Facility Requests, LEI’s, Leads).
- Verify accuracy and completeness of Wire information, New Account Set-Ups, Pad/Credit Facility Requests.
- Complete compliance enhanced due diligence requests by liaising with the sales team and client when required.
- Assist in training of new hires.
- Respond to client enquires related to the online platform.
- Engage with the client as appropriate to obtain required documentation/information.
- Provide pricing oversight when required.
- 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.
- Other duties as assigned.

WHAT DO YOU BRING?
- Post-Secondary in business, commerce, or a related field.
- 4 years’ experience working in an office environment, with a minimum of 1 year of experience in sales.
- Bilingual in French & English.

**Bonus Points For**:

- Previous experience within banking/financial services (customer services).

**WHAT WE OFFER**:

- A competitive salary that’s benchmarked to Mercer salary data.
- Participation in a Corporate Incentive program based on 10% of annual salary.
- Paid vacation time plus 5 personal days.
- Up to 16 weeks of fully paid parental leave.
- One half-Friday off per month.
- Health and dental benefits and an EAP program focused on your mental health (Headversity).
- Company paid professional development plus access to LinkedIn Learning.
- Employee recognition program - movie tickets, household items, electronics, gift cards, etc.
- Ability to work from home and flexible working arrangements.

**ABOUT OUR COMPANY**:
Firma (an OFX company) has been helping grow our customers’ worlds since 1998. Helping our customers go further in every connection to deliver a remarkable service that takes away the complexity of growing across borders. Providing global scale and corporate-level know-how in a way that relates to our customers ambitions and cross-border readiness. At the core of this all is our commitment to dedicated one-to-one customer service. Firma is excited to be joining forces with OFX, a leading global money services provider, who shares this ethos.

OFX grew from the idea that there had to be a better, fairer way to move money around the world. That was over 20 years ago, and we’re still driven by the same mission today. We help individuals and businesses navigate the complexity of foreign exchange, offering the best of both worlds - an easy to use digital platform, combined with 24/7 access to our currency experts around the globe.
We provide great opportunities for our employees to grow their careers and make a difference, and for our clients to move money safely and securely with confidence.

Our Company is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. We provide a supportive and respectful environment free of bias, where each employee feels valued. Together our opinions, strengths, experiences, and diverse backgrounds empower us to perform better and be innovative, which is essential to our continued success.

Applicants are required to be able to work remotely and pass a background check to be eligible for consideration.

We thank all applicants in advance; however, only individuals selected for an interview will be contacted.