Job Summary:
The Onboarding Officer will play a crucial role in welcoming new clients to our platform and ensuring a smooth transition during the initial setup phase. As the primary point of contact for new customers, the Onboarding Officer will be responsible for guiding clients through the onboarding process, addressing any inquiries or concerns, and providing exceptional customer service.
Responsibilities
- Manage the end-to-end onboarding process for new clients, including gathering necessary documentation and verifying information.
- Conduct thorough due diligence (KYB/AML) to verify the identity and legitimacy of business clients.
- Ensure accurate and up-to-date documentation records of all clients for audit and regulatory reporting purposes.
- Ensure compliance with regulatory requirements and company policies throughout the onboarding process.
- Maintain accurate records of client interactions and onboarding progress in our CRM system.
- Communicate effectively with clients to explain our services, answer questions, and address any issues that arise during the onboarding process.
- Collaborate with internal teams, including Customer Support, and Technical Support, to coordinate efforts and streamline the onboarding experience.
- Proactively identify opportunities to improve the onboarding process and enhance the overall customer experience.
- Ability to perform administrative tasks as required to support daily operations and ensure smooth workflow.
Qualifications
- Holder of a Bachelor’s degree in Law, Finance, or a related field. A certification in AML is a plus.
- Proven experience in conducting due diligence for onboarding within the financial services, fintech, payment industries, or an EMI environment, along with a background in customer service, client onboarding, or similar roles, preferably in the financial or technology sectors.
- Strong understanding of KYB due diligence procedures.
- Proficiency in using CRM systems and other relevant software tools.
- Knowledge of regulatory requirements related to payments and financial services is preferred.
- Strong communication skills, both verbal and written, with the ability to effectively engage with clients and internal stakeholders.
- Excellent organizational skills and attention to detail, with the ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- A customer-centric mindset with a passion for delivering exceptional service and building long-term relationships with clients.
