Financial Service Representative (Mandarin)

OTT Financial Group is the parent organization of a group of financial services and investment companies. We leverage cutting-edge fintech innovations to 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. To learn more about us, visit our www.ott.ca website.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.