Client Experience Administrator

Operating as a central point of coordination within a structured financial services environment, this position drives the seamless execution of individual and corporate client registration pipelines. The role focuses on identifying unique client profiles, navigating onboarding requirements, and supporting both first -time and established clients as they adopt new platform functionalities.

Taking ownership of complex, cross -functional, and sensitive compliance matters, this position ensures a stable operational workflow by managing appropriate internal case allocations. Proactive intervention remains a priority to resolve onboarding bottlenecks and secure consistent service excellence throughout the entire client lifecycle.

Key Responsibilities

• Client Onboarding & KYC Compliance: Execute comprehensive Know Your Customer (KYC) protocols, FICA compliance checks, risk rating assessments, politically exposed persons (PEPs) monitoring, and enhanced due diligence in strict accordance with the FICA Act to mitigate financial crime risks.
  

• Banking Partnership Coordination: Facilitate the complete account -opening lifecycle with external banking partners, ensuring meticulous compliance verification and the precise compilation of banking application forms.
  

• Registration Conversion & Due Diligence: Manage the successful conversion of online client registrations, performing regular transactional tracking and ongoing due diligence assessments across the active client database.
  

• Mailbox Routing & Workload Balancing: Oversee the daily routing of the central onboarding mailbox, ensuring equitable case distribution across the operational team to maintain optimal service standards.
  

• Escalation & Queue Management: Serve as the primary internal escalation point for client disputes before formal management intervention, actively monitoring onboarding queues to reallocate backlogs and propose process improvements based on recurring variance patterns.
  

• CRM & Database Integrity: Maintain absolute data accuracy within internal CRM platforms, executing routine database management tasks and ensuring systemic information security.
  

• Regulatory Liaison & Reporting: Interface directly with banking anti -money laundering (AML) departments, ensuring the formal identification, documentation, and reporting of unusual or suspicious transactional behaviours.
  

• Inbound Query Resolution: Handle incoming telephonic inquiries for prospective client registrations while providing continuous technical and account troubleshooting support to existing clients.
  

• General Lifecycle Administration: Complete all required corporate documentation in line with regulatory frameworks, executing structured digital filing and administrative support tasks as required by the operational division.
  

Requirements

Essential Requirements

• Proven practical experience within a dedicated client onboarding, KYC, or anti -money laundering compliance environment.
  

• Deep operational understanding of the FICA Act, risk rating models, and South African regulatory due diligence standards.
  

• Verifiable experience executing corporate account setup procedures with external banking institutions.
  

• Demonstrated track record managing database entries and updates within a formal CRM infrastructure.
  

• Advanced written and oral communication capabilities suitable for regular stakeholder engagement and banking compliance liaisons.
  

• Exceptional attention to detail with proven emotional maturity and the ability to work collaboratively within an adaptive team environment.
  

Desirable Requirements

• Prior experience managing internal mailbox routing workflows or leading queue reallocation initiatives within a financial administration team.
  

• CRM Software
  

• MS Office Suite (Excel, Word, PowerPoint)
  

• Tech -driven, paperless digital tools
  

Benefits

• Industry Exposure: Deep exposure to the fast -growing foreign exchange, fintech, global payments, treasury, and international finance sectors.
  

• Environment: A collaborative, relationship -driven, and agile culture with direct access to leadership and industry specialists.
  

• Leave Structure: 18 days annual leave (plus 1 extra day per year of service), 5 bonus leave days at the 5 -year anniversary, birthday leave, and 2 days of paid moving leave.
  

• Family Benefits: Paid maternity and paternity leave provisions.
  

• Development: Structured learning and development support tailored to the industry, alongside clear internal career progression opportunities.