CUSTOMER SERVICE OFFICER

Job Responsibilities

. Manage end-to-end client onboarding processes, including collection, verification, and follow-up of KYC and due diligence documentation.

. Serve as the primary point of contact for clients, providing timely support and resolution of enquiries related to KYC products and services.

. Maintain and update customer records, ensuring accuracy and completeness of client information and documentation.

. Coordinate closely with Sales, Compliance, Operations, and Product teams to facilitate smooth onboarding and customer support processes.

. Monitor onboarding progress and ensure all customer requests and cases are handled promptly and in accordance with service standards.

. Conduct regular client reviews and maintain strong client relationships to enhance customer satisfaction and retention.

. Prepare and generate reports on onboarding status, customer accounts, service performance, and operational metrics as required.

. Stay updated on product enhancements, regulatory requirements, and industry developments to provide accurate information and guidance to clients.

. Support business continuity initiatives and contribute to process improvement efforts to enhance operational efficiency and customer experience.

. Ensure compliance with internal policies, procedures, and regulatory requirements in all customer interactions and onboarding activities.

. Perform any other duties assigned by the Head of Client Management.

Requirements

. Diploma or Bachelor's Degree in Business Administration, Finance, Banking, Economics, or a related field.

. Minimum 1-3 years of experience in customer service, client onboarding, KYC, AML, compliance operations, or a related role.

. Familiarity with KYC/CDD requirements, corporate onboarding processes, and customer due diligence documentation is preferred.

. Strong communication and interpersonal skills, with the ability to manage client relationships professionally.

. Detail-oriented with excellent organizational and problem-solving abilities.

. Ability to handle multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment.

. Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint.

. Experience with CRM, onboarding, or compliance management systems will be an advantage.

. Strong team player with the ability to collaborate effectively across Sales, Compliance, Product, and Operations teams.

. Self-motivated, proactive, and committed to delivering high standards of customer service.

. Fluency in English is required proficiency in additional languages, including Mandarin, will be an advantage.