Client Services Specialist

Interested in working for an established, mature fintech? Look no further, OFX is a publicly traded corporation with branches all over the globe. This is an opportunity to start your professional career with a reputable money service business.

The Client Services Specialist is accountable, as part of a team, for providing support to our clients on all issues relating to the online international payment process while maintaining our reputation for easy & safe deliverable foreign exchange services. Key responsibilities include: responding to clients' queries via phone and email, providing website assistance, explaining processes, products and services in accordance with internal procedures and relevant legislation all while providing outstanding customer service.

 Key Responsibilities 

  • Be the first point of contact on all issues relating to the international payment process
  • Assist with the set up new client accounts
  • Educate clients on how our online service works
  • Explain compliance requirements
  • Check & confirm details of clients bank to bank transfers
  • 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
  • Deliver unparalleled customer service to clients and internal stakeholders via telephone and email

  Qualifications & Experience

  • High school diploma with further education
  • University/college degree is advantageous
  • Previous customer service experience (phone/email based preferred)
  • Excellent interpersonal and communication skills
  • Effective relationship builder and team oriented
  • Collaborative worker
  • Ability to remain calm under pressure and demonstrate emotional resilience
  • Previous experience managing client escalations is a plus
  • Integrity, reliability and good work ethic
  • Efficiency and exceptional time management skills
  • Strong attention to detail and multi-tasking skills
  • Ability to work independently

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