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Client Service Associate
Client Service Associate
About OFX
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 global business operations, reducing risk and eliminating routine tasks:
- Global business accounts
- Payments to 180 countries in 30+ currencies
- Currency risk management solutions
- Corporate cards with spend management, bill payments, and vendor management
- Integrations with popular accounting and HRIS software
Headquartered in Sydney, Australia with global offices in: USA, Canada, UK, Ireland, New Zealand, Singapore, and Hong Kong.
Over 25 years of trusted innovation in global money movement.
Position Overview
The Client Service Associate ensures clients receive exceptional support throughout the international payment process, while upholding OFX’s reputation for ease of transaction and friendly service. This role combines customer service excellence with back-office operations, delivering a seamless experience across all client queries and operational processes.
Key Responsibilities
- First-point contact for all international payment inquiries and issues.
- Provide unparalleled customer service via telephone, email, or in-person, ensuring timely and accurate responses.
- Handle high call and email volume, prioritising efficiency to meet restrictive timeframes.
- Engage with new and existing clients on incoming and outgoing correspondence.
- Escalate calls internally as per OFX procedures when necessary.
- Follow up with clients in accordance with AML/CTF (Anti-Money Laundering/Combating the Financing of Terrorism) regulations.
- Collaborate with internal departments (e.g., Compliance) and Operations & Settlements.
- Contact clients in a timely manner to confirm international transfers.
- Support in tracking funds and coordinating responses with essential departments.
- Stay current with relevant financial and compliance legislation.
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Training and Development
- Upskilling and certification opportunities in client services and support.
- Exposure to global business practices and payroll systems.
Qualifications & Skills
What You Bring
- HSC (High School Certificate) with further education (e.g., TAFE, certificate or diploma) or relevant experience in customer service.
- University qualifications or industry accreditations are advantageous but not essential.
- Experience in high-volume customer service with preference for roles requiring technical assistance or global business context.
- Proficiency in utilising email systems, CRM, and VoIP (e.g., Microsoft Teams, Zendesk).
- Exceptional attitude to database/logbook management, note-taking and documentation.
- Strong ability to process and comprehend complex products, statements and processes.
- Ability to handle objections and deliver solutions with clarity.
- Flexible, adaptable mindset for a dynamic environment.
- Attention to detail with excellent organisational skills.
- Innovative problem-solving skills and ‘can-do’ attitude for managing challenging requests.
- Excellent communication:
- Written (e.g., emails, reporting, transcription)
- Verbal (training, exploration)
- Negotiation and advocacy
- Demonstrated cultural competence working collaboratively across diverse teams.
Additional Attributes
- Strong, dependable personality to support upsell/marketing initiatives with customers.
- Commitment to outstanding service, operational excellence, and going the extra mile for clients.
- Johari skills – ability to ask for help and assistance, with willingness to share knowledge/lessons learned.
- Good health and ability to engage calmly with emotional customer service escalations.
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About Working at OFX
Culture & Values
- "OFXers make a difference" – from clients and fellow employees.
- Empowered cross-functional, global working for team alignment and excellence.
- Challenging obstacles with initiative, adaptability, and resilience.
Growth Opportunities
- A broad range of learning programs:
- Leadership training
- Secondments and internal mobility
- Extensive library of online learning modules.
- Make a Difference Program: Volunteer initiatives, quarterly matched giving, annual volunteer day.
Recognition & Success
- Celebrate milestones quarterly/annually (e.g., awards, celebrations, shout-outs).
- Peer recognition and awards schemes across global regions.
- Good Vibes Committees maintaining engagement:
- Employee-led euphoria drives in the office
- Welcoming wellbeing activities
- Monthly team gatherings
Benefits Summary
- Work-Life Balance with flexibility via OFX hybrid work model.
- Inclusive, diverse, non-hierarchal culture.
- Health support:
- OFX healthamine’s health program
- Fitness membership, wearable tech funds
- Welltask primary/secondary care
- Family-friendly balance:
- 16 weeks of paid parental leave per applicant (capped 6 months for Primary and Secondary carer per child per birth/birth crisis).
- Additional PTO: Birth-related leave (gender-neutral) and Birthday leave (senior employees).
Confidentiality Reminder
We are committed to sourcing diverse and inclusive talent pools. To foster fresh perspectives as we innovate, grow and serve our global community, consider your own experience and how it aligns with our guiding values if applying for this Client Service Associate role.
✉ Contact: [email protected] for accommodations during recruitment.
Key Hashtags
#LI-Hybrid | Leading global finance industry opportunities.
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