Customer Service Specialist - 9 Month Maternity Cover

OFX; Edmonton; Hybrid; CAD 47,000 - 55,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen engagierten Customer Service Specialist, der exzellenten Kundenservice bietet und die Verkaufsabteilungen unterstützt. In dieser spannenden Rolle werden Sie die Möglichkeit haben, in einem dynamischen Team zu arbeiten, während Sie Kunden bei der Nutzung der Plattform unterstützen und gleichzeitig sicherstellen, dass alle Anfragen effizient bearbeitet werden. Mit einem flexiblen hybriden Arbeitsmodell und einem starken Fokus auf persönliche Entwicklung bietet dieses Unternehmen eine großartige Gelegenheit, Ihre Karriere im Kundenservice voranzutreiben und einen echten Unterschied für die Kunden zu machen.

Benefits

Gesundheitsversicherung

Elternzeit (16 Wochen)

Jährlicher Freiwilligentag

Flexible Arbeitszeiten

Karriereentwicklungsmöglichkeiten

Qualifications

• Mindestens 2 Jahre Erfahrung im Kundenservice oder operativen Bereich.
• Starke zwischenmenschliche Fähigkeiten und Teamarbeit.
• Fähigkeit, mehrere Aufgaben unter Druck zu bewältigen.

Responsibilities

• Bereitstellung exzellenten Kundenservice für OFX-Kunden.
• Überwachung und Lösung von Salesforce-Fällen.
• Verwaltung von hohen Anruf- und E-Mail-Volumina.

Skills

Kundenservice

Interpersonal Skills

Salesforce

MS Office

Detailorientierung

Bilingual (Französisch & Englisch)

Education

Post Secondary Education

Tools

Salesforce

MS Office

Adobe

Job description

Company Description

OFX is a leading financial operations company providing businesses and accounting firms with real-time financial control and visibility to do business anywhere in the world. With an innovative platform and 24/7 human support, OFX automates and simplifies doing business across borders, reducing risk and eliminating routine operational tasks. Offering global business accounts, payments to 180 countries in 30+ currencies and currency risk management solutions to simplify global payments. OFX further enhances business operations by providing corporate cards with spend management, bill payments, vendor management, and integrations with popular accounting and HRIS software, to help achieve better business solutions so accounting firms and businesses thrive.

Headquartered in Sydney, Australia, with offices globally, in the United States, Canada, United Kingdom, Ireland, New Zealand, Singapore and Hong Kong. OFX has been a trusted innovator in global money movement for over 25 years.

Job Description

Reporting to the Supervisor, Customer Service Specialist, the Customer Service Specialist is responsible for providing excellent customer service to OFX clients and supporting the Sales teams with general sales operations and administrative functions. The Customer Service Specialist will be engaged in client facing and cross departmental activities including administrative management of an existing client base.

This position can be based in Edmonton or Toronto (hybrid) and supports customers in the Western Canada region, therefore hours for this position may vary depending on location (for example, 10 AM - 6 PM EST in Toronto).

Responsibilities:

• Perform a multitude of internal non-revenue generating operationaltasks 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 transactions are in line withbusiness rules
• 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
• Escalate calls within the company if required in accordance with internal procedures
• Respond to client queries across all facets of the payment process including tracking funds and coordinating responses with Operations and Settlements
• Follow up with clients in accordance with AML/CTF regulations
• 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
• 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:

• Minimum 2 years’ experience in a customer service/operational roleis required
• Post Secondary education or equivalent experience
• Proven interpersonal, teamwork and relationship building skills
• 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.
• 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 Salesforce, MS office products and adobe
• Ability toadapt to new technology
• Customer and Service focused
• Results Driven
• Change Champion
• Previous experience within banking/financial services (customer services) would be considered an asset
• Bilingual in French & English is desirable

The salary range for this position is $47,000.00 - $55,000.00 CAD. Exact salary offered will be dependent on multiple factors including level of experience, job-related knowledge, skills, work location, etc.We also offer a flexible hybrid working model where employees typically work 1-2 days from one of our North American offices (San Francisco, Toronto or Edmonton).

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.

• 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.
• 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.
• Reward and recognition. We recognise a job well done. OFXers are encouraged to celebrate their peers’ effort, technical expertise or support through a range of global and regional channels and awards, including quarterly and annual awards, milestones and shout outs.
• Showing our social side. Our Good Vibes employee-led committees around the globe organize events to help keep our employees engaged inside and outside the office. Whether it’s a wellbeing activity, end of year celebration, or a monthly team get-together, our team wants you to feel welcome!
• Benefits that mean something. We offer a range of fantastic benefits, including health insurance, primary and secondary gender neutral carer parental leave (16 weeks) or birthday leave, you'll feel well-supported at OFX.
• A great work environment. Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.

#LI-Hybrid

At OFX, we are committed to fostering a diverse, inclusive and accessible workplace where we value, respect, and encourage our people to be their authentic selves. With an employee base as diverse as the clients we serve, we know that fostering an inclusive workplace is fundamental to our continued success. If you require accommodation for any portion of the recruitment and hiring process, please email us at [e-mail].

We encourage you to apply if this role aligns with your career aspirations.