At a Glance
- Tasks: Support clients with international payments and provide outstanding customer service.
- Company: Join OFX, a leading innovator in global financial operations.
- Benefits: Enjoy health insurance, flexible work, and career development opportunities.
- Other info: Be part of a diverse team that values your authentic self.
- Why this job: Make a real difference while learning in a dynamic, supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
The Client Service 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.
What you bring:
- 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.
Additional Information:
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.
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.
We encourage you to apply if this role aligns with your career aspirations.
Client Service Associate in London employer: OFX
At OFX, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and innovation. Our commitment to employee growth is evident through extensive learning opportunities, leadership training, and a supportive environment that values diversity and inclusion. With a hybrid work model based in Sydney, we ensure our team enjoys a healthy work-life balance while making a meaningful impact in the financial operations sector.
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Associate in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OFX. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OFX before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Service Associate in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OFX:Your cover letter is your chance to shine! Tell us why you want to work at OFX specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OFX!
How to prepare for a job interview at OFX
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
