Job description
Overview:We are seeking a proactive and experienced Senior Client Service Representative to join ourdynamic financial services team. This role requires a client-focused professional with strongleadership skills, operational insight, and the ability to manage both people and processes. Thesuccessful candidate will oversee the customer support team, ensure cross-departmentalcoordination, and act as the main liaison with compliance to maintain adherence to regulatorystandards.Job Responsibilities:• Manage and lead the customer support team, ensuring high performance, qualityservice delivery, and professional growth through training, guidance, and regularfeedback.• Serve as the escalation point for complex or sensitive client inquiries, ensuring timelyand accurate resolution via phone, email, or chat.• Lead the full account lifecycle: opening, updates, renewals, and closures. Reviewdocumentation, verify compliance, and coordinate with internal departments.• Monitor and process client transactions (deposits, transfers, withdrawals) incollaboration 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 andaccurate.• Oversee CRM input and integrity during account setup and maintenance, ensuringcompliance with internal segregation of duties.• Act as the primary point of contact with the compliance department, ensuring thecustomer team adheres to all current and newly introduced regulatory requirementsand submitting regular compliance reports (e.g., CDD, KYC, power of attorney, dormantaccounts).• Identify process improvements and recurring client issues, proposing solutions thatenhance customer experience and operational efficiency.• Prepare regular reports to management on client activity, team performance, andsupport trends.• Stay current with product offerings, platform features, and industry developments toproactively support and educate clientsRequirementsQualifications 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 least1–2 years in a leadership or supervisory role.• Strong knowledge of financial regulations, AML/KYC requirements, andreconciliation 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 complianceand operational teams.• Fluent in English; additional languages are a plus.