Senior Client Service Representative

Job Description

Our esteemed client, a growing financial services firm, is seeking a Senior Client Service Representative to join its dynamic and fast-paced operations team. This role is ideal for a client-focused professional with strong leadership capabilities, operational expertise, and a solid understanding of regulatory requirements within the financial or fintech sector.

The successful candidate will play a key role in managing the customer support function, coordinating with internal departments, and acting as the primary liaison with the compliance team to ensure high service standards and regulatory adherence.

Key Responsibilities:

• Manage and lead the customer support team, ensuring high-quality service delivery, operational efficiency, and continuous professional development through training, coaching, and regular performance feedback.
• Act as the main escalation point for complex or sensitive client inquiries, ensuring timely and accurate resolution across phone, email, and chat channels.
• Oversee the full client account lifecycle, including account opening, updates, renewals, and closures, while reviewing documentation and coordinating with internal teams.
• Monitor and process client transactions such as deposits, transfers, and withdrawals in collaboration with back-office and accounting teams.
• Supervise and conduct end-of-month reconciliations between customer support, finance, and dealing departments to ensure accuracy and alignment of client-related transactions.
• Ensure accurate and compliant CRM data entry during account setup and maintenance, in line with internal controls and segregation of duties.
• Serve as the primary point of contact with the compliance department, ensuring adherence to regulatory requirements and preparing regular compliance-related reports (CDD, KYC, power of attorney, dormant accounts).
• Identify recurring client issues and operational inefficiencies, proposing process improvements to enhance customer experience and service quality.
• Prepare and present regular reports to management covering client activity, team performance, and support trends.
• Stay up to date with product offerings, platform features, and industry developments to proactively support and educate clients.

Requirements:

• Bachelor’s degree in Business Administration, Finance, or a related field.
• 4–5+ years of experience in customer service within the financial services or fintech industry, including at least 1–2 years in a supervisory or leadership role.
• Strong understanding of financial regulations, AML/KYC processes, and reconciliation procedures.
• Hands-on experience with CRM systems and helpdesk or ticketing platforms.
• Proven leadership and people management skills.
• Excellent communication, problem-solving, and analytical abilities.
• Strong attention to detail and the ability to manage multiple priorities in a fast-paced environment.
• Ability to coordinate effectively across departments, particularly with compliance and operational teams.
• Fluency in English is required; additional languages are considered an asset.