Customer Service Specialist - Edmonton, Canada - OFX

OFX

Verified Company

Edmonton, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

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.

Responsibilities:

Perform a multitude of internal nonrevenue 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.
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 What You Bring**:

Proven interpersonal, teamwork and relationship building skills
Strong attention to detail
Ability to prioritize and handle multiple competing tasks
Ability to perform under pressure
Proven track record of meeting strict deadlines
Exceptional communication skills, both verbal and written
Ability to perform duties autonomously
Good working knowledge of MS office products and adobe
Ability to adapt to new technology

Competencies:

Teamwork
Customer and Service focused
Results Driven
Leadership
Change Champion

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, $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 What it's like working at OFX**We're OFXers because we want to make a difference. We see challenges as opportunities and we're not afraid to roll up our sleeves to get stuff done. We're committed to making things easier for our clients, pushing boundaries and continuing to move with the times so that we can continue to inspire confidence every day and through every transaction.

We operate as one team, cross-functionally and globally, to drive outcomes that deliver excellence for our customers. We're curious self-starters who love learning and sharing our knowledge with others. We embrace change and use our initiative and resilience to overcome challenges.
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Always keep learning. We offer a wide range of learning and career development opportunities to help every OFXer build their capacity and career, with leadership training, secondments, internal mobility and access to a large library of online learning.
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Make a difference. Through our Make a Difference program, we encourage OFXers to give back to causes and communities that are important to them. We celebrate this with an annual volunteer day, which OFXers can use together or individually, as well as matched giving and the opportunity to nominate charity of choice every quarter.
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Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers' effort, technical expertise or support through a range