Customer Service Specialist

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
Reporting to the Supervisor of Customer Service, the Customer Service Specialist is a critical role to support the achievement of business objectives and goals. This is a great opportunity to build and grow with an industry leading organization. As a member of the team, you will work closely with an assigned sales team and will aid in resolving an array of operational tasks. You will play an important role in supporting, communicating with, and assisting clients while responding to queries and focus on maintaining excellent client satisfaction at all times. Our ideal candidate has a self-starter mentality with exceptional time management skills and can efficiently resolve incoming customer issues via phone and email.

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

• 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.
• Respond to incoming emails – achieving same day SLA
• 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