Back Office & Customer Support Officer (US Session Hours)

Main Duties & Responsibilities

• Adhere to the company’s internal policies and procedures in the execution of day-to-day responsibilities. Ensure all tasks comply with applicable laws, regulations, and company’s policies and procedures.
• Handle customer inquiries professionally via phone, email, and/or LiveChat, ensuring prompt and accurate responses.
• Ensure that all necessary documentation is collected and update the Company’s CRM accordingly.
• Implement and maintain robust Know Your Client (KYC) procedures for all potential and existing clients, ensuring compliance with regulatory requirements by conducting AML, KYC documentation checks manually and using company-provided tools.
• Provide high-quality customer service to both internal and external stakeholders.
• Collaborate with the Head of Back Office and Head of Customer Support to resolve any issues or queries efficiently.
• Perform additional duties as required by management.

Requirements

• Fluent in English, written and spoken, to a high business standard is essential. Proficiency in a second language is a plus.
• Previous experience in Customer Support Service, KYC, or Call Centre roles, ideally within the financial services industry, will be considered an advantage.
• Strong communication skills, including telephone, email, and written correspondence, are essential.
• Very good proficiency in Microsoft Office Excel.
• Knowledge of FX-Backoffice CRM or any other CRMs, MT4/MT5 is considered advantageous.
• Availability for a flexible work schedule, including weekends and evenings in shift work is required.
• Highly organized, methodical, and capable of multitasking.
• Ability to perform well under pressure.
• Disciplined, detail-oriented with willingness to learn.