Client Service Associate

About the Company

OFX is a global financial operations provider that helps businesses and accounting firms manage cross-border money movement with greater visibility and control. Its platform combines 24/7 human support with automation to simplify international business, reduce risk, and remove repetitive operational work. The company supports global business accounts, payments to more than 180 countries in over 30 currencies, currency risk management, corporate cards, spend controls, bill payments, vendor management, and integrations with popular accounting and HRIS tools. Headquartered in Sydney, Australia, OFX also operates across the United States, Canada, the United Kingdom, Ireland, New Zealand, Singapore, and Hong Kong, and has been innovating in global money movement for more than 25 years.

Role Overview

The Client Service Associate works as part of a team to help clients with matters connected to international payments while ensuring a smooth, friendly, and reliable service experience. The role focuses on customer support, process guidance, back-office assistance, and compliance-aware handling of client requests.

Key Responsibilities

• Act as the primary contact for queries related to international payment activity.
• Provide excellent support to clients and internal teams by phone and email.
• Handle large volumes of calls and emails while meeting strict turnaround expectations.
• Communicate with both new and existing clients through inbound and outbound contact channels.
• Escalate issues internally whenever required, following company procedures.
• Carry out client follow-ups in line with AML/CTF obligations.
• Work closely with internal teams such as Compliance when needed.
• Reach out to clients promptly to confirm transfer details.
• Answer questions across the payment journey, including tracking funds and coordinating with Operations and Settlements.
• Stay current on applicable laws and regulatory requirements.

Requirements

• HSC plus additional study or relevant customer service experience.
• University study or professional accreditation is an advantage, though not mandatory.
• Prior experience in customer service, ideally in a fast-paced, high-volume environment.
• Comfort using computers, email systems, and phone systems.
• Strong attention to detail and the ability to juggle multiple tasks.
• Capability to understand complex products and respond to objections effectively.
• Flexibility and confidence working in a busy setting.
• Strong interpersonal and communication skills.
• Ability to build positive working relationships.
• Calm, resilient, and composed under pressure.
• High integrity, dependability, and a strong work ethic.
• Efficient working style with excellent time management.
• Strong commitment to delivering exceptional customer service.
• Team-focused, with the ability to work independently when needed.

Perks and Benefits

• Access to learning resources and career development opportunities, including leadership training, secondments, internal mobility, and a large online learning library.
• Opportunity to participate in the company’s community-giving program, including an annual volunteer day, matched giving, and quarterly charity nominations.
• Recognition programs that celebrate peer support, expertise, milestones, and achievements through global and regional awards.
• Employee-led social activities and events that help build connection and engagement.
• Health insurance and family-support leave benefits, including 16 weeks of primary and secondary gender-neutral carer parental leave or birthday leave.
• Hybrid working arrangement with flexibility and better work-life balance in an inclusive, diverse, and non-hierarchical culture.

Inclusion and Accessibility

OFX is committed to maintaining a diverse, inclusive, and accessible workplace where people are encouraged to bring their authentic selves to work. If you need accommodation during any part of the hiring process, you can contact the people and culture team at the company’s stated recruitment email address.

Additional Information

The company values initiative, curiosity, collaboration, and resilience. Team members are encouraged to keep learning, support one another, and adapt to change while helping clients and contributing to a positive workplace.