Customer Experience Associate

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.

Job Description

We are looking for a passionate Customer Experience Associate (internally known as Client Associate, Consumer) to join our friendly & energetic team in San Francisco. This is a fantastic opportunity to play an integral role in delivering unparalleled customer service to our clients, whilst maintaining our award-winning reputation for ease of transaction and friendly service. This role will suit an individual who loves to build client relations and deliver exceptional customer service. Key responsibilities include providing outstanding customer service, responding to all clients’ queries via various channels, providing website assistance, explaining processes, products and services in accordance with internal procedures and relevant legislation.

Hear from some of our team on how they inspire customer confidence in our ‘OFX At Your Service’ video:https://goo.gl/RDwGi5

Please note: We operate on a hybrid model of working. Flexibility with working hours and/or days may occasionally be requested.

What you’ll be doing

• 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

Qualifications

What you’ll bring

• 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

The salary range for this position is $55,000.00 - $60,000.00 USD. 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 we offer

OFX attracts top talent from all over the globe with over 50 nationalities represented amongst our employees. To thrive here, you'll be a self-starter with a penchant for getting stuff done.

• We offer four (4) full weeks of vacation a year, no questions asked, and we encourage you to use them! Most importantly, we offer the right candidate an opportunity to join our very unique and exciting business that’s shaping the future of International Money Transfers.
• An excellent place to grow your career! We are excited about our growth plans, and the corresponding professional growth opportunities for you! 
• Birthday and volunteer days, and a generous global parental leave policy... We want to make sure you have the right balance in your life.
• Stay motivated by knowing your work matters amongst a collaborative, creative and innovative team. We truly believe we're better together
• Bring your big ideas. We're here to listen and we value your insights and contributions, because pushing boundaries is a core value here
• Feel welcome. We believe personal diversity drives future-focused innovation. We're looking for outliers, game-chan