Client Service Associate - Sunday to Thursday

OFX•Edmonton, AB

3d•CA$51,000 - CA$56,000•Hybrid

About The Position

OFX is seeking a passionate Customer Success Associate to join their team in Edmonton. This role involves delivering unparalleled customer service to clients, maintaining the company's reputation for ease of transaction and friendly service. The ideal candidate will enjoy building client relations and providing exceptional customer service. Responsibilities include responding to client queries via various channels, providing website assistance, and explaining processes, products, and services in accordance with internal procedures and relevant legislation. The role requires flexibility to work a Sunday-Thursday shift, with Monday-Friday during the initial training period.

Requirements

Post-secondary education
Proven experience in delivering outstanding customer service (phone/email based preferred). Committed to exceeding key performance indicators
Strong computer skills (MS Office and email) and the ability to adapt to different IT systems
Excellent interpersonal communication skills; both verbal and written
Ability to build effective relationships
Ability to remain calm under pressure and demonstrate emotional resilience
Integrity, reliability and good work ethic
Master of multitasking; ability to manage several systems and tasks simultaneously with high attention to detail
Team oriented and ability to work collaboratively and unsupervised

Nice To Haves

Bilingual in conversational French or another language
KYC, AML training
1-2 years Sales/customer service experience of meeting key performance indicators
Finance/Business related education
Banking experience
Experience using salesforce or similar platform

Responsibilities

Be the first point of contact on all issues relating to the international payment process
Set up new client accounts and explain how our online service works
Explain compliance requirements
Check & confirm all details of clients bank to bank transfers
Deliver unparalleled customer service to clients and internal stakeholders via telephone and email
Manage high call and email volumes and deliver outcomes
Follow up with unverified clients, compliance and AML regulation issues
Respond to client queries across all facets of the payment process including tracking funds and coordinating responses with Operations and Settlements
Gain knowledge of, remain up to date on and work within legislation relevant to the role, e.g. AML, KYC
Handle clients on both the 1.0 and 2.0 platform as required