Customer Operations Officer (Onboarding & Processing)

Our Client

Our client is a global online trading and Forex investment group with over 20 years of experience empowering the next generation of traders and investors across fast-growing markets. A pioneer in the early days of online Forex trading, they have built a strong global presence by providing reliable, regulated access to financial markets for millions of clients worldwide.

Today, the group supports over 2 million clients across more than 150 countries, operating from regulated centres across Europe, Asia, and Africa. Their platform and solutions are designed to make Forex and broader financial market investing more accessible, giving individuals the tools, guidance, and flexibility to trade and invest with confidence, in their own time and on their own terms.

Driven by a clear mission and a promise of Freedom to Succeed, our client believes that risk-driven investing - when supported by the right technology and education - can unlock better financial opportunities. Internally, they foster an energetic and diverse culture, offering their people early responsibility, continuous learning, and the opportunity to grow their careers within a fast-growing global organisation.

The Role

We are seeking a detail-oriented, analytical, and proactive Customer Operations Officer (Onboarding & Processing) to manage the complete lifecycle of client onboarding and financial transaction processing. This dual-role position is critical in ensuring seamless client experiences, regulatory compliance, and efficient handling of deposits, withdrawals, and other payment-related processes.

• Onboarding:
• Process and verify client onboarding documentation, ensuring accuracy, authenticity, and compliance with internal policies and regulatory requirements.
• Manage the full client onboarding journey, ensuring all required KYC documents are collected, reviewed, and approved.
• Conduct client screening and perform background checks to prevent fraudulent, abusive, or illicit registrations.
• Monitor OCR systems and automated tools (robots) to identify unusual patterns or suspicious activity.
• Oversee the complete onboarding lifecycle and escalate issues or challenges to senior staff when required.
• Handle internal and external client inquiries related to the onboarding process via email and internal systems.
• Review and validate supporting documentation submitted by clients.
• Coordinate with outsourced service providers to ensure a smooth and efficient onboarding process.
• Communicate and collaborate with internal departments to ensure accurate and timely transfer of information.
• Identify and report any suspicious or unusual client activity to the relevant departments.
• Detect discrepancies or errors in client account verification and take appropriate corrective action.
• Processing:
• Transaction processing.
• Monitoring the correct workflow (deposit/ withdrawal process in internal systems).
• Managing the full processing life cycle and ensure that any issues and challenges are addressed to Line Manager.
• You will be required for customer relationship management: coordinate with clients for orders, payments and issue resolution; It is important that you are in constant contact with our payment providers and financial institutions to ensure we have ongoing smooth process.
• It is important to Handle both internal and external customers' inquiries regarding payments through e-mails and other internal systems and check supportive documents.
• To contact Payment Providers and various vendors to solve clients’ concerns and issues regarding Payments journey.
• Communication and coordination with different departments to ensure smooth transfer of information.
• You may be required to prepare and present reports to the management.

Requirements

Required qualifications

• Education & Experience
• University degree in Economics, Finance, Accounting, IT, Project Management, or a related field (preferred).
• Fluency in Russian, Chinese or Farsi would be an advantage.
• Previous experience in payment processing, financial institutions, payment providers, or the forex industry is an advantage.
• Experience with CRM systems, client screening tools, and payment platforms is highly beneficial.
• Technical Skills
• Advanced PC skills and proficiency in MS Office (Excel, Word, PowerPoint, Outlook).
• Experience working with CRM tools and automated screening technologies.
• Strong analytical and data interpretation skills.
• Core Competencies
• High attention to detail and strong accuracy in documentation and data processing.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and the ability to identify and mitigate risks.
• Customer-focused mindset with strong relationship management skills.
• Ability to work collaboratively within a fast-paced team environment.
• Strong prioritization, time-management, and organizational skills.
• Self-motivated, goal-oriented, and able to work with multiple competing priorities.
• Commitment to continuous learning and professional development.