Customer Service Officer

Job Responsibilities • Manage end-to-end client onboarding processes, including collection, verification, and follow-up of KYC and due diligence documentation. • Serve as the primary point of contact for clients, providing timely support and resolution of enquiries related to KYC products and services. • Maintain and update customer records, ensuring accuracy and completeness of client information and documentation. • Coordinate closely with Sales, Compliance, Operations, and Product teams to facilitate smooth onboarding and customer support processes. • Monitor onboarding progress and ensure all customer requests and cases are handled promptly and in accordance with service standards. • Conduct regular client reviews and maintain strong client relationships to enhance customer satisfaction and retention. • Prepare and generate reports on onboarding status, customer accounts, service performance, and operational metrics as required. • Stay updated on product enhancements, regulatory requirements, and industry developments to provide accurate information and guidance to clients. • Support business continuity initiatives and contribute to process improvement efforts to enhance operational efficiency and customer experience. • Ensure compliance with internal policies, procedures, and regulatory requirements in all customer interactions and onboarding activities. • Perform any other duties assigned by the Head of Client Management. Requirements • Diploma or Bachelor’s Degree in Business Administration, Finance, Banking, Economics, or a related field. • Minimum 1–3 years of experience in customer service, client onboarding, KYC, AML, compliance operations, or a related role. • Familiarity with KYC/CDD requirements, corporate onboarding processes, and customer due diligence documentation is preferred. • Strong communication and interpersonal skills, with the ability to manage client relationships professionally. • Detail-oriented with excellent organizational and problem-solving abilities. • Ability to handle multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment. • Proficient in Microsoft Office applications, particularly Excel, Word, and PowerPoint. • Experience with CRM, onboarding, or compliance management systems will be an advantage. • Strong team player with the ability to collaborate effectively across Sales, Compliance, Product, and Operations teams. • Self-motivated, proactive, and committed to delivering high standards of customer service. • Fluency in English is required; proficiency in additional languages, including Mandarin, will be an advantage.