Customer Service Representative

at  Ofx

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
The Customer Service Representative (Internally: Client Associate) is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.
Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.

QUALIFICATIONS

• HSC with further education/relevant customer service experience.
• University/accreditation would be advantageous however not necessary.

KNOWLEDGE, SKILLS, EXPERIENCE

• Previous customer service experience, preferably in a high call volume environment.
• Computer skills, including using email and phone systems.
• Strong attention to detail and ability to perform multiple tasks.
• Ability to understand complex products and to handle objections.
• Ability to be flexible and work in a busy environment.
• Excellent interpersonal and communication skills.
• Ability to build effective relationships.
• Ability to remain calm under pressure and demonstrate emotional resilience.
• Integrity, reliability and good work ethic.
• Efficiency and exceptional time management skills.
• Commitment to providing outstanding customer service.
• Team oriented and ability to work unsupervised.
  Additional Information

• Be the first point of contact on all issues relating to the international payment process.
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
• Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
• Interact with new and existing clients on inbound/outbound calls/emails.
• Escalate calls within the company if required in accordance with internal procedures.
• Follow up with clients in accordance with AML/CTF regulations.
• Communicate effectively with internal departments when required i.e. Compliance.
• Contact clients in a timely manner to confirm their transfers.
• Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
• Gain knowledge of and remain up to date on relevant legislation.