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- Tasks: Provide top-notch support to clients on international payment processes.
- Company: Join OFX, a leading innovator in global financial operations.
- Benefits: Enjoy health insurance, flexible work, and generous parental leave.
- Why this job: Make a real difference while developing your customer service skills.
- Qualifications: Customer service experience preferred; strong communication skills essential.
- Other info: Dynamic team culture with opportunities for learning and growth.
The predicted salary is between 30000 - 42000 £ per year.
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.
Job Description
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.
- 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.
Qualifications:
- HSC with further education/relevant customer service experience.
- University/accreditation would be advantageous however not necessary.
- Previous customer service experience, preferably in a high call volume environment.
- Computer skills, including using email and phone systems.
- 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.
- Excellent interpersonal and communication skills.
- Ability to build effective relationships.
- Ability to remain calm under pressure and demonstrate emotional resilience.
- Integrity, reliability and good work ethic.
- Efficiency and exceptional time management skills.
- Commitment to providing outstanding customer service.
- Team oriented and ability to work unsupervised.
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 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.
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.
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.
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!
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.
Enjoy work-life balance and flexibility with our hybrid work model, in an inclusive, diverse and non-hierarchal culture.
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. If you require accommodation for any portion of the recruitment and hiring process, please email us at people.culture@ofx.com. We encourage you to apply if this role aligns with your career aspirations.
Customer Service Representative employer: OFX
Contact Detail:
OFX Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Get to know OFX and its services inside out! Familiarise yourself with their international payment processes and customer service approach. This way, when you get that interview, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for clients, being able to explain complex processes in a simple way is key. Try role-playing with a friend or family member to build your confidence.
✨Tip Number 3
Show your enthusiasm for teamwork! OFX values collaboration, so be ready to share examples of how you've worked well in a team before. Highlighting your ability to support colleagues and clients will make you stand out.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in showing your appreciation and keeping you fresh in their minds. Plus, it’s a great chance to reiterate your interest in the role!
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Show Your Customer Service Skills: When writing your application, make sure to highlight any previous customer service experience. We want to see how you've handled high-pressure situations and provided outstanding service in the past!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the role. Remember, we’re looking for effective communicators!
Tailor Your Application: Make sure to customise your application to reflect the job description. Mention specific skills and experiences that align with the responsibilities of the Customer Service Representative role. We love seeing candidates who take the time to connect their background to our needs!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the OFX team!
How to prepare for a job interview at OFX
✨Know Your Stuff
Before the interview, make sure you understand OFX's services and how they simplify international payments. Familiarise yourself with their platform and be ready to discuss how you can contribute to their mission of providing outstanding customer service.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you delivered exceptional customer service, especially in high-pressure situations. Highlight your ability to manage multiple tasks and maintain a calm demeanour while resolving client issues.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding the questions asked. Respond thoughtfully and ask clarifying questions if needed, showing that you value effective communication.
✨Emphasise Teamwork and Flexibility
OFX values teamwork and adaptability. Be ready to share instances where you worked collaboratively in a team or adapted to changing circumstances. This will show that you align with their culture of being curious self-starters who embrace change.
