Overview:
We are seeking a proactive and experienced Senior Client Service Representative to join our
dynamic financial services team. This role requires a client-focused professional with strong
leadership skills, operational insight, and the ability to manage both people and processes. The
successful candidate will oversee the customer support team, ensure cross-departmental
coordination, and act as the main liaison with compliance to maintain adherence to regulatory
standards.
Job Responsibilities:
• Manage and lead the customer support team, ensuring high performance, quality
service delivery, and professional growth through training, guidance, and regular
feedback.
• Serve as the escalation point for complex or sensitive client inquiries, ensuring timely
and accurate resolution via phone, email, or chat.
• Lead the full account lifecycle: opening, updates, renewals, and closures. Review
documentation, verify compliance, and coordinate with internal departments.
• Monitor and process client transactions (deposits, transfers, withdrawals) in
collaboration with the back office and accounting teams.
• Supervise and conduct end-of-month reconciliations between departments (support,
finance, and dealing) to ensure client-related transactions and records are aligned and
accurate.
• Oversee CRM input and integrity during account setup and maintenance, ensuring
compliance with internal segregation of duties.
• Act as the primary point of contact with the compliance department, ensuring the
customer team adheres to all current and newly introduced regulatory requirements
and submitting regular compliance reports (e.g., CDD, KYC, power of attorney, dormant
accounts).
• Identify process improvements and recurring client issues, proposing solutions that
enhance customer experience and operational efficiency.
• Prepare regular reports to management on client activity, team performance, and
support trends.
• Stay current with product offerings, platform features, and industry developments to
proactively support and educate clients
Requirements
Qualifications and Experience:
• Bachelor’s degree in Business, Finance, or a related field.
• 4–5+ years in customer service within the financial or fintech industry, with at least
1–2 years in a leadership or supervisory role.
• Strong knowledge of financial regulations, AML/KYC requirements, and
reconciliation processes.
• Experience with CRM platforms and helpdesk/ticketing systems.
Key Skills:
• Proven team leadership and people management skills.
• Excellent communication, analytical, and problem-solving abilities.
• Strong attention to detail and ability to manage multiple priorities.
• Ability to coordinate across departments and communicate effectively with compliance
and operational teams.
• Fluent in English; additional languages are a plus.
