Client Service Associate (Fintech)

TL;DR

Client Service Associate (Fintech): Delivering high-quality customer support for international payment processes with an accent on account onboarding, compliance, and client relations. Focus on managing high-volume communications, explaining AML/KYC requirements, and ensuring seamless cross-border transactions.

Location: Hybrid (Edmonton, AB, Canada) — typically 1-2 days from the office

Salary: $51,000 - $56,000 CAD

Company

Financial operations company providing real-time financial control and visibility for businesses and accounting firms conducting global payments.

What you will do

• Act as the first point of contact for all issues relating to the international payment process.
• Set up new client accounts and guide users through the online service platform.
• Verify bank-to-bank transfer details and explain compliance requirements to clients.
• Manage high volumes of calls and emails to resolve queries and deliver positive outcomes.
• Coordinate with Operations and Settlements to track funds and provide status updates.
• Ensure all activities adhere to relevant legislation, specifically AML and KYC regulations.

Requirements

• Post-secondary education.
• Proven experience in phone and email-based customer service.
• Strong computer skills (MS Office) and ability to adapt to various IT systems.
• Excellent verbal and written interpersonal communication skills.
• Ability to remain calm under pressure and manage multiple tasks simultaneously with high attention to detail.
• Availability to work a Sunday-Thursday shift.

Nice to have

• Bilingual proficiency in conversational French or another language.
• Specific training in KYC and AML.
• 1-2 years of experience meeting KPIs in sales or customer service roles.
• Education related to Finance or Business.
• Experience using Salesforce or similar CRM platforms.

Culture & Benefits

• Flexible hybrid work model with 1-2 days in the Edmonton office.
• Comprehensive leave policy including gender-neutral carer parental leave (16 weeks) and birthday leave.
• Career growth opportunities through leadership training, internal mobility, and online learning libraries.
• Annual volunteer day and matched giving through the "Make a Difference" program.
• Regional and global reward systems to recognize technical expertise and effort.
• Inclusive, diverse, and non-hierarchical work culture with employee-led social committees.