Job description:
Company Operating Name:
MTFX INC
Work Location Address:
18 Wynford Drive, Suite 401
North York, Ontario M3C 3S2 Canada
Pay: CA $75,000/yr plus Commissions
About MTFX
MTFX is a Canadian-owned fintech leader specializing in international money transfers and global payment solutions for businesses and individuals. With over 30 years of experience, we help clients optimize cross-border transactions through better exchange rates, faster settlement, and smarter payment workflows.
As we continue to grow rapidly across Canada and the U.S., we are looking for passionate, client-centric professionals who are committed to delivering an exceptional onboarding and service experience from day one.
About the Role
As a Customer Service Representative at MTFX, you will play a critical role in supporting newly onboarded and existing clients throughout their lifecycle. You will work closely with business owners and finance teams across Canada and the U.S., providing guidance on how to use MTFX’s FX services, global payment platforms, and automation tools.
This is a high-touch, client-facing role, ideal for someone who enjoys problem-solving, building trust with clients, and helping businesses manage international payments and foreign exchange with confidence.
Key Responsibilities
- Respond to customer inquiries via phone, email, and online channels, providing accurate information on MTFX’s foreign exchange services, international payments, and account features.
- Assist clients with opening new accounts, verifying documentation, and completing onboarding requirements in line with internal policies and regulatory standards.
- Process customer requests for currency exchanges, fund transfers, rate quotes, and transaction status updates.
- Identify client needs and guide customers in selecting appropriate FX and global payment solutions.
- Resolve customer concerns related to transactions, account access, payment delays, fees, and platform navigation, escalating issues when required.
- Maintain accurate records of client interactions, transactions, and resolutions using CRM and internal systems.
- Monitor transactions for accuracy, completeness, and compliance with anti-fraud and AML procedures, escalating suspicious activity as required.
- Provide technical support for the MTFX online platform, assisting clients with login issues, account setup, navigation, and troubleshooting.
- Proactively follow up with clients to ensure satisfaction and timely completion of payments, transfers, and documentation.
- Collaborate closely with Operations, Compliance, and Sales teams to ensure smooth transaction processing and enhanced client service delivery.
- Stay up to date on FX products, exchange rates, compliance requirements, and internal procedures to ensure clients receive accurate and timely information.
Requirements & Qualifications
- Proven experience in customer service, sales, or a related role preferred.
- Minimum 1–2 years of experience in customer service, accounting, or financial services.
- College diploma in Accounting, Finance, or a related field required.
- Strong verbal and written communication skills in English.
- Excellent phone etiquette and interpersonal skills, with the ability to build positive and professional customer relationships.
- Strong attention to detail with the ability to perform accurate data entry.
- Demonstrated analytical skills to interpret customer data and feedback effectively.
- Experience with upselling techniques and sales strategies is considered an asset.
- Ability to work effectively in a team environment while managing individual responsibilities.
- Strong organizational skills with the flexibility to adapt to changing priorities and manage multiple tasks simultaneously.
Terms of employment:
Full Time / Permanent role
Wages / Salary Offered:
Base Salary: 75,000.00 per year or 36.00 per hour. You will be eligible to earn sales commissions and other sales incentives pursuant to the Company’s Incentive Plan, which may be revised by the Company from time to time.
Benefits Offered:
You will be eligible to participate in MTFX’s group benefits plan (health and dental) after a three-month probationary period.
