Customer Support Officer

Overview

The Customer Support Officer plays a key role in ensuring client satisfaction and operational excellence across the client lifecycle. This role involves providing timely and accurate support to clients, handling onboarding and account maintenance, and collaborating with internal teams to address client needs.

Key Responsibilities

🔹 Client Relationship Management

• Build and maintain professional relationships with new and existing clients.

• Act as the first point of contact for client inquiries, providing support via email, phone, and other channels.

• Ensure high levels of client satisfaction through efficient and proactive communication.

🔹 Client Onboarding

• Guide clients through the onboarding process, ensuring all required forms and documentation are completed accurately.

• Liaise with internal teams to facilitate the timely setup of client accounts in compliance with regulatory requirements.

🔹 Ongoing Account Maintenance

• Maintain accurate and up-to-date client files (digital and physical).

• Process requests related to changes in client data, account instructions, payment amendments, cancellations, or recalls.

• Monitor client activity and support periodic reviews of client information as required.

🔹 Issue Resolution & Escalation

• Address day-to-day operational issues and client requests.

• Escalate complex or sensitive matters to the Head of Customer Support, ensuring resolution in a timely manner.

🔹 Collaboration & Internal Communication

• Work closely with Settlements, Compliance and IT departments to support seamless service delivery.

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Key Skills & Qualifications

• Proven experience in client support, preferably in the financial or payment services industry.

• Strong understanding of client onboarding and KYC/AML procedures (training provided if needed).

• Fluent Russian, excellent communication skills in English (additional languages a plus).

• High attention to detail, organizational skills, and ability to prioritize under pressure.

• Proactive, reliable, and team-oriented.

Performance Expectations

• Maintain a professional, client-first attitude.

• Ensure client records are always current and compliant.

• Demonstrate accountability and initiative in daily tasks.

Collaborate constructively with colleagues and escalate issues responsibly.