Senior Customer Operations Officer

Company Description

Our client is a global organization operating within the financial services and trading industry, providing individuals with access to a wide range of financial markets, including equities, commodities, and foreign exchange.

With over two decades of experience, the company has built a strong international presence, serving a diverse customer base across multiple regions. It operates through a portfolio of established brands and continues to expand its global footprint.

The organization focuses on delivering efficient processes, reliable services, and user-friendly platforms to support clients in navigating financial markets. With offices across multiple international locations, it offers a dynamic and collaborative working environment with opportunities for professional growth.

Job Description

Our client is seeking a detail-oriented, analytical, and proactive Senior Customer Operations Officer (Onboarding & Processing) to manage the full lifecycle of client onboarding and financial transaction processing.

This role carries additional responsibility in ensuring process quality, supporting junior team members, and contributing to operational improvements. You will play a key role in maintaining a seamless client experience, ensuring regulatory compliance, and supporting efficient payment operations.

Key Responsibilities

Onboarding

• Process and verify client onboarding documentation, ensuring accuracy, authenticity, and compliance with internal policies and regulatory requirements.
• Manage the full client onboarding lifecycle, ensuring all required KYC documentation is collected, reviewed, and approved.
• Conduct client screening and background checks to mitigate fraud and regulatory risk.
• Monitor automated systems and tools to identify unusual patterns or suspicious activity.
• Oversee onboarding workflows and escalate complex cases when required.
• Handle internal and external inquiries related to onboarding processes.
• Review and validate client documentation and ensure completeness.
• Coordinate with third-party service providers to support efficient onboarding.
• Collaborate with internal teams to ensure accurate and timely information flow.
• Identify and report suspicious or unusual client activity.
• Detect discrepancies in client verification and implement corrective actions.
• Maintain accurate records and documentation of onboarding activities.

Processing

• Execute and monitor transaction processing, including deposits and withdrawals.
• Ensure proper workflow execution across internal systems.
• Manage the full processing lifecycle and escalate issues where necessary.
• Coordinate with clients regarding payments, transactions, and issue resolution.
• Maintain regular communication with payment providers and financial institutions.
• Handle internal and external inquiries related to payments and transactions.
• Liaise with payment providers and vendors to resolve issues efficiently.
• Collaborate cross-functionally to ensure smooth operational processes.
• Prepare reports and provide insights to management when required.

Qualifications

Education & Experience

• Bachelor’s degree in Economics, Finance, Accounting, IT, Project Management, or a related field (preferred).
• Prior experience in onboarding, KYC, or payment processing within financial services or trading environments.
• Experience working with payment providers, financial institutions, or similar environments is an advantage.
• Experience with CRM systems, screening tools, and payment platforms is beneficial.
• Fluency in English is required; additional languages such as Russian, Chinese, or Farsi are an advantage.

Technical Skills

• Proficiency in MS Office tools, particularly Excel.
• Experience working with CRM systems and automated screening tools.
• Strong analytical and data interpretation capabilities.

Core Competencies

• High attention to detail and strong accuracy in data processing and documentation.
• Excellent communication and interpersonal skills.
• Strong problem-solving mindset with the ability to assess and mitigate risks.
• Customer-focused approach with strong relationship management capabilities.
• Ability to work effectively in a fast-paced, high-volume environment.
• Strong organizational, prioritization, and time management skills.
• Self-motivated with the ability to manage multiple competing priorities.
• Commitment to continuous learning and process improvement.