Settlements Officer

Hi. We’re OFX, a global provider of online international payment and money management services. Our journey is one of exciting growth and transformation, revolutionizing how businesses and individuals move and manage money globally. We're evolving into a global payment solutions provider, enabling businesses to streamline their global financial operations, improve control, reduce costs and achieve more. Our new Business Platform offers clients real-time visibility and controls over their payments, expenses, approval workflows and reconciliations to help make business easier.At OFX, you’ll have the opportunity to bring your expertise to life, collaborate across disciplines, and be part of a team shaping the future of global money management.Purpose of your roleReporting to an Operations Team Lead the Settlements Officer is primarily responsible for OFX Payment Investigation management, including coordination of investigations across OFX internal teams and external vendors including Banking & Payment providers, which can include Investigation of payment instructions, status of payments and location of funds.Adopting a ‘direct to client’ communication approach requiring excellent communication skills and a strong client focused attitude.What you doInvestigationsInward & Outward Payment Investigations including case management handling via SalesForceCustomer/bank liaison as needed for investigation of payment instructions or location of fundsDirect to Client case management, including POP Requests and handling.Direct to Bank case management, including Trace Requests and Recalls.Management of Bank Platform communication.Liaise with financial institutions and assist in payment resolutionDelinquent Investigation (non-receipt) and Delinquent shared mailbox triageManagement of designated Middle Office mailbox/triageAssist with ad-hoc projects and IT change requests.Serve as contact for internal and external stakeholders, while responding to & escalating issues appropriatelyEnsure policies and procedures are followed to mitigate risk and fraudEnsure all documentation is updated and accessible, service levels are maintained, and adhere to all established procedures and controlsMonitoring of customer email mailboxes and responding in a timely mannerAssist with ad-hoc projects and IT change requests