Client Onboarding Officer

Our Client Onboarding Officer is client-facing and provides exceptional client

onboarding experiences by reviewing, verifying, and approving new Pepperstone

accounts. The Client Onboarding Officer has two main responsibilities: ensuring the

accurate creation of client accounts while maintaining the highest possible

compliance and regulatory requirements set by the company as well as contacting

clients who have submitted their application to improve, support and hasten their

application process.

Reporting Line

This position reports to the Onboarding Manager

Job Type

Full-time

Location

Onsite, Kuala Lumpur

Key Position Responsibilities

• Offering an excellent customer experience by providing a seamless account opening process.
• Ensure all client applications are processed with agreed consistent standards according to specific regulations.
• Review and approve client applications, including individual and partner applications, as well as corporate, trust and joint account applications.
• Verifying documents and completing extended ID checks for some countries and identifying areas of potential risks (such as AML/Fraudulent IDs).
• Communicating effectively with clients to hasten and complete the verification process and open new accounts.
• Identifying areas for improvements and opportunities to streamline processes so that efficiencies in verification and account opening processes can be gained.
• Maintaining a working knowledge of global compliance standards and ensuring standards are met.
• Working closely with other departments to provide accurate information with regards to the status of new accounts (particularly Sales and Customer Service teams) and developing working knowledge of the Customer Experience function in the process.
• Helping with customer support functions, such as replying to Support emails, live chat and assisting with other support tasks when necessary.
• Process applications within agreed SLAs and KPIs.

Key Requirements

• Relevant bachelor’s degree (Business, Finance, Management, Economics).
• Experience in financial services and a basic understanding of and interest in trading, financial markets, cryptocurrency etc.
• Demonstrated experience working in a similar role.
• Ability to work in a fast-paced and ever-evolving environment where priorities can change quickly.
• Sound communication skills (verbal and written).
• Fluency in English is required, any additional language (e.g. Malay, Indonesian, Vietnamese, Thai or Arabic) is advantageous.
• Attention to details with the ability to maintain quality even in busy times.
• Ability to use good judgement, act and make decisions with integrity.
• Ability to effectively collaborate and work as part of a team.
• Strong customer focus and passion for providing excellent customer service.
• Highly motivated and a positive people person.
• Ability to complete tasks end to end and good time management.
• Desire and passion for continuous learning, improvement, and innovation.