Back Office Officer - Customer Accounts & Compliance

About the role

A financial institution is looking for an experienced, self-driven and proactive Back Office officer who is well organized and friendly. The role covers responding to customer queries, handling account openings, renewals, updates and closings, and processing transfers, deposits and withdrawals.

Key responsibilities

• Respond to customer queries accurately and on time by phone, email or chat
• Manage the full account lifecycle: opening, renewal, updating and closing, including filling in contracts, requesting documents, reviewing applications and following up with clients
• Prepare daily and monthly compliance reports such as file update status, power of attorney and CDD
• Enter client data and account openings into the CRM and coordinate with the compliance department to ensure segregation of duties
• Process transfers, deposits and withdrawals after verifying the right procedures and forms, and liaise with the back office and accounting departments
• Track customer expectations and recurring issues, check missing documents needed for renewal and ask clients for them
• Report periodically to management on inactive or dormant accounts
• Handle customer requests, questions and complaints across support channels, follow up until technical issues are resolved and monitor complaints
• Inform customers about new features and functionalities

Required profile

• Bachelor's degree in Business or Finance
• 3+ years of experience in a customer support role
• Experience with financial sector regulations
• Experience dealing with ticketing systems
• Fluent English

Required skills

• Excellent interpersonal, communication and negotiation skills
• Time management and problem-solving skills
• Ability to multi-task and meet deadlines
• Proficiency in MS Office