Reporting to the CCM Team Lead, each CCM team associate is responsible for the performance and deliverables of the CCM team. This includes ensuring that all deposit and withdrawal transactions
for client’s cash accounts are accurately processed within 24 hours, whilst adhering to compliance and company policies. Additionally, each CCM team member is responsible for working
collaboratively with the Customer Support, New Accounts and Compliance teams, to delight clients and enhance their experience, while ensuring that client privacy is maintained at the highest
Each CCM team associate is responsible for executing objectives in support of
the global strategic goals of the organization and the CCM team.
Understand the CCM team’s strategic goals and actionable strategies and achieve
goals and performance targets to ensure that team objectives are met.
Accurately process all client cash transactions within a 24 hour period while
adhering to compliance and company policies.
Ensure that any exceptions are addressed on a daily basis.
Respond to all Salesforce cases related to client funding issues within 24
Assist team members in resolving issues or issues that require diligence and
judgement with respect to client cash transactions.
Exercise judgement when escalating issues to Team Lead and Manager.
High level of proficiency with key systems including OANDA’s proprietary funds
management system and Salesforce, understand changes to key systems
Work with Team Lead and Manager, CCM and internal stakeholders to implement
workflows and processes that will increase productivity and effectiveness.
Ensure an improved Client Experience in processing cash transactions by
increasing communication and collaboration between the Client Experience, New Accounts, Compliance and CCM teams to ensure all client issues are resolved on a timely basis, and in a professional
Work with the Finance team to ensure a high degree of accuracy.
Act as trainer to other CCM associates, and ensure that new employees are
properly trained and developed.
Remain up to date on the product offerings of the company.
Other projects and duties as assigned.
Two to three years of experience in Financial services and demonstrated skills
in coaching and training new/junior staff
Strong business acumen coupled with the ability to work independently in a
Excellent work ethic coupled with the ability to prioritize ongoing and
An independent, self-directed individual who is not afraid to make
recommendations to develop, execute and deliver on an assigned strategy
Possesses business judgement to resolve client exceptions quickly and
Strong written and oral communications skills combined with the ability to
grasp difficult concepts quickly, and work with others to achieve the highest level of client experience
Positive attitude, team oriented, flexible nature, thriving in a fast-paced,
constantly changing environment
Receptive to coaching and feedback to enhance performance to meet goals
A highly detailed individual with the ability to multitask and adhere to
deadlines while managing multiple work flows and tasks
Ability to cultivate meaningful relationships and work effectively with
cross-functional teams while remaining decisive and displaying sound judgment
Strong analytical, quantitative, verbal and written communication skills
To support certain regional areas, fluency in English/Chinese, English/German
or English/French language skills would be an asset