Job description
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. 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.
Job Description
Purpose of your role:
As a Client Service Associate, you will be the primary point of contact for our corporate clients as we launch our new Saas client platform in Singapore, ensuring exceptional and friendly service delivery across our suite of products: Bills, Payments, Cards, and Expense management.
You will manage client enquiries via various channels, resolve issues and collaborate closely with cross-functional teams to enhance customer satisfaction and retention.
What you do:
- Be the first point of contact on all issues relating to the international payment process and spend management solution, ensuring service is delivered promptly and accurately.
- Deliver unparalleled customer service to clients and internal stakeholders via telephone, email and live chat.
- Respond to client queries across all facets of the payment process including but not limited to tracking funds, coordinating responses with internal Operations and Settlements teams, account maintenance, technical enquiries as well as servicing specific products like corporate multi-currency cards and expense management.
- Maintain detailed case management records and escalate complex issues appropriately.
- Support client onboarding processes by providing a high level overview of the platform to new or potential clients, in collaboration with the Company’s Commercial teams.
- Contribute to continuous improvement initiatives by providing feedback on client pain points and process gaps.
- Collaborate with internal Compliance and Risk teams to handle account or payment block queries and ensure adherence to regulatory requirements.
- Manage high call, email and live chat volumes while delivering outcomes within defined service level agreements
- Maintain up to date knowledge of and ensure compliance with relevant legislation and regulatory requirements, for example Anti-Money Laundering (AML) and Know Your Customer (KYC).
- Support knowledge transfer and training requirements as needed as we continue to transform and grow our new client platform within region.
Qualifications
Qualifications
- University/college degree in a business-related discipline is advantageous
Knowledge, skills and experience
- At least 1 year of customer service experience in the financial services industry (phone/email based/SAAS preferred)
- Excellent interpersonal and communication skills (both spoken and written)
- Ability to build effective relationships and work collaboratively
- Ability to remain calm under pressure and demonstrate emotional resilience
- Integrity, reliability and good work ethic
- Familiarity with compliance, KYC, and fraud prevention practices is a plus
- Efficiency and exceptional time management skills
- Strong attention to detail and ability to perform multiple tasks simultaneously
- Team oriented and ability to work unsupervised
- Ability to adjust to a high paced, KPI environment
- Ability to navigate numerous systems to support our clients
- Demonstrated ability to problem solve
- Proficiency with CRM tools, ticketing systems viewed favourably
- Previous experience and knowledge of corporate card schemes is advantageous
Additional Information
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’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 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.
#Li-Hybrid
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 at [email protected].
We encourage you to apply if this role aligns with your career aspirations.
