Job 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. Purpose of your role 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 include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation. What you 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 i.e. 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.
