Financial Service Representative (mandarin)

Financial Service Representative (FSR)

OTT Financial Group is a leading organization of financial services and investment companies. Leveraging cutting-edge fintech innovations, we bring excellent financial advice and best-in-class wealth management to our customers and business partners. Empowering 5,000+ merchants and hundreds of thousands of individual clients across Canada, we are the home to a wealth of expertise in forex and securities trading, mobile and cross-border payment, and investment fund management.

We are ambitious, results-focused, and forward-looking. At OTT, you'll get numerous opportunities to learn and grow, alongside a cohort of talented people from diverse backgrounds and industries. Tackling business challenges in a collaborative and innovative environment, you'll be encouraged to be your best self and make a meaningful impact.

As a Financial Service Representative (FSR), you will be acting as a liaison between OTT and its customers. You will provide customers with Forex and related product/services information and address customers' needs with accuracy and efficiency. The target is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities:

• Create a customer-oriented culture where customers are respected including welcoming customers with greetings and providing walk-in customers with tea/coffee/water
• Manage inbound/outbound calls in a timely, friendly and effective manner
• Provide quality services to clients over the phone, through the Internet and/or face to face
• Perform customer verification in accordance with requirements and policies
• Identify and assess customers' needs to reach solutions and achieve satisfaction
• Keep records of communication with customers and records of transactions
• Communicate and coordinate with internal departments when necessary
• Build sustainable relationships with customers through trust and communication
• Attend training sessions to improve knowledge and performance, such as the regulations and guidelines issued by FINTRAC as well as OTT's internal policies
• Ensure accuracy and effectiveness in using OTT's business processing systems
• Meet personal/team qualitative and quantitative targets
• Maintain a cleaning work environment
• Achieve a score no less than 90% in each of the ongoing training assessments

Requirements:

• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Customer orientation and ability to adapt/respond to different types of circumstances
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Mandarin proficiency is mandatory in order to service our Mandarin speaking clients

You will be part of a highly collaborative, growing, and developing team that is critical to meeting our strategic goals within a highly engaged, productive, and innovative environment.

We are an equal opportunity employer. We offer a challenging work environment, competitive base salary, full benefits package, recognition for your accomplishments and opportunities for professional growth.

We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.

Accommodations for job applicants with disabilities are available upon request.