Full-Time Customer Service Representative

Company Description: Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier. At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.

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:

• Providing outstanding customer service
• Answering questions
• Explaining processes, products, and services
• Providing back office services in accordance with internal procedures and relevant legislation

What you'll do:

• 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 (e.g., 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.

Qualifications:

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

Skills:

• Previous customer service experience, preferably in a high call volume environment.
• Computer skills (email and phone systems)
• Strong attention to detail
• Ability to perform multiple tasks
• Understanding complex products and handling objections
• Flexibility and ability to work in a busy environment
• Excellent interpersonal and communication skills
• Ability to build effective relationships
• 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

What is the last date for applying to the job?

Which countries are accepted for this remote job?