OFX is hiring a
Client Success Associate, Canada

Summary

The job description is for a Customer Experience Associate at OFX, a global provider of online international payment services. The role involves handling customer queries, setting up new client accounts, explaining compliance requirements, and delivering exceptional customer service via telephone and email. The position is based in Edmonton or Toronto and operates on a hybrid model.

Requirements

Gain knowledge of, remain up to date on and work within legislation relevant to the role, e.g. AML, KYC

Responsibilities

• 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

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave
• Four full weeks of vacation a year, no questions asked
• Birthday leave, career leave, volunteer days
• A great work environment with a hybrid work model, in an inclusive, diverse and non-hierarchal culture