Customer Service Representative

We are seeking a skilled and customer-oriented individual to join our team as a Currency Exchange Customer Service Representative. As a Currency Exchange Customer Service Representative, you will play a key role in providing exceptional service to our clients and ensuring smooth Currency Exchange operations. This position offers an exciting opportunity to work in a fast-paced environment and grow within the MSB industry.

Responsibilities:

• Identifies customer needs and initiates referrals to colleagues.
• Supports customer requests for FX services, including handling transactions and supporting customers who walk into the branch.
• Welcomes customers warmly and meets their FX service and transactional needs with seamless execution.
• Offers advice and guidance on available digital and self-serve options with the goal of making it easy, simple, and fast.
• Review customer profiles and engage customers in a needs-based conversation to identify potential opportunities.
• Contributes to meeting branch business results and the customer experience.
• Supports operational activities (e.g. inventory management, escalated service requests, following up on customer applications, filing, opening, and closing activities).
• Manages, loads, and reconciles cash transactions between treasury and various branch units.
• Executes routine tasks (e.g. service requests, transactions, queries, etc.) within relevant service-level agreements.
• Acts as a key member of a collaborative and versatile branch and market team.
• Organizes work information to ensure accuracy and completeness.
• Takes the initiative to find creative approaches that make each customer’s experience feel personal.
• Look for ways to contribute to the ongoing improvement of the overall branch customer experience.
• Contributes to business results and the overall experience delivered in the branch.
• May work at multiple branches based on market needs; work schedule may differ from week to week in terms of days worked, hours, and shifts.
• Follows through on risk and compliance processes and policies to ensure we safeguard our customers’ assets, maintain their privacy, and act in their best interest.
• Keeps current with the wider financial services marketplace, the legal and regulatory environment, and our commitment to uphold the highest ethical requirements of our industry.
• Maintains current knowledge of FX products, practices, and trends and integrates into customer conversations.
• Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
• Complies with legal and regulatory requirements for the jurisdiction.
• Protects Vanex's assets in compliance with all regulatory, legal, and ethical requirements.
• Completes standardized tasks under supervision.
• Performs initial problem-solving within given rules/limits & escalates when required.
• Broader work or accountabilities may be assigned as needed.

Qualifications:

• Minimum 2 years of Canadian work experience.
• Post-secondary degree or certification in a related field of study is desired.
• Being proficient in Microsoft 365 and SharePoint.
• Excellent English and Persian verbal & written communication skills.
• Having experience with Hubspot CRM is desired.

Who you are:

• You have basic knowledge of specialized sales and FX solutions to refer to customers.
• You have a passionate commitment to helping customers.
• You focus on delivering a personal experience to customers.
• You are a resourceful self-starter with the courage and confidence to approach customers.
• You are ready to collaborate and work in different capacities as part of a team.
• You have strong interpersonal skills, including the ability to build rapport and connections with customers.
• You have an aptitude for listening, solving problems, and responding flexibly and creatively to new challenges.
• You show high organizational skills.
• You are a multitasker.

What we offer:

• Company events
• Dental care
• Extended health care
• Paid time off
• Store discount

Job Type: Part-time

Salary: $19.00-$21.00 per hour

Benefits:

• Company events
• Dental care
• Extended health care
• Paid time off
• Store discount

Flexible Language Requirement:

• French not required

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekends as needed

Supplemental pay types:

• Overtime pay

Ability to commute/relocate:

• Coquitlam, BC V3B 7W3: reliably commute or plan to relocate before starting work (preferred)

Education:

• Bachelor's Degree (preferred)

Experience:

• Customer service: 1 year (required)
• Canadian work: 2 years (required)

Language:

• Farsi (required)
• English (required)

Work Location: In person

Application deadline: 2024-03-30