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Customer Experience Associate
2 weeks ago
The Customer Experience Associate is responsible for delivering frontline client support and operational execution within the CX Department. This role ensures seamless client interactions across all channels, accurate and timely handling of operational tasks, and strict compliance with internal procedures and regulatory standards. Acting as the bridge between clients and internal functions, the Associate supports both customer satisfaction and operational excellence.Main Activities and Responsibilities:Respond promptly and professionally to clients via Zendesk, Live Chat, WhatsApp, LinkedIn, email, and social mediaHandle standard account, platform, and transaction inquiries in line with SOPsAssist with onboarding and KYC verificationMaintain accurate documentation in CRM and ticketing systemsProcess manual account-related requests including: *Manual account opening, closures, and terminations *IB/Affiliate creation and updates *Trading group and MT group updates * Manual transactions and adjustmentsMaintain accurate records for audit readiness and complianceIdentify complex or high-risk cases and escalate to the CX Specialist or Team LeaderProvide complete notes and clear documentation for escalationsCollaborate with Compliance, Risk, and Technical teams to resolve interdepartmental issuesEnsure adherence to AML/KYC requirements across jurisdictionsFollow SOPs and entity-specific regulationsUphold SLA and QA targets for response and resolution timesAttend training sessions to continuously enhance product and process expertiseContribute ideas for improving workflows and client experienceAdhering to any requests that are related to the above points while upholding the company s values (Ethics, Committed, Innovation) at the highest standardsAny other duties relevant to the roleDesired Candidate ProfileYou ll excel at what you do because you re in a role that aligns with your skills and passionsYou ll be aligned with our core values - High Ethics, Commitment and Innovation we re looking for team members who get it, want it, and have the capacity to do itWe want you to thrive in an environment where your contributions matter, and you can make an impact on our ; br>If you re a high-energy, results-driven professional who s ready to take on a role that matches your expertise and values, we d love to connect Check out the details below and see if this is the right fit for you./p>br>Purpose of Role/Summary:br> /p>
