Product Support Specialist
Mixcloud
Senior Executive, Customer Excellence and Governance
iFAST Global Bank Limited
full-time
Posted on:
Origin: • 🇬🇧 United Kingdom
Visit company websiteJob Level
Senior
About the role
- Assist with document collection and preparation for regulated client onboarding.
- Learn and support the use of onboarding platforms and account opening systems.
- Provide first-line support to clients on onboarding steps and digital platforms.
- Collect client feedback to share with the wider team for process improvements.
- Support the maintenance of up-to-date KYC/KYB records and periodic review data.
- Ensure all client files are accurately documented and securely stored.
- Assist with gathering information for audits and internal reviews.
- Learn to identify potential gaps or issues in onboarding or compliance documentation.
- Respond to customer queries and direct issues to appropriate team members.
- Support the customer excellence team in ensuring a smooth handover from onboarding to BAU servicing.
- Monitor and log customer feedback and assist with service quality reviews.
- Draft, review, and update policies and procedures to align customer experience initiatives with governance and compliance requirements.
- Monitor regulatory developments and ensure internal practices and policies are updated accordingly.
- Assist with tracking key performance indicators (KPIs) such as client onboarding time and service response metrics.
- Work with senior team members to track and follow up on open queries or complaints.
- Assist with payment, deposits, and account disputes and queries.
- Help compile reports and client data for internal use or meetings.
- Maintain secure and accurate records of client data in line with GDPR and internal controls.
- Handle confidential data responsibly and escalate any concerns immediately.
- Coordinate with internal teams including compliance, operations, and IT to resolve issues or service delays.
Requirements
- 2+ years of experience in customer service, onboarding, financial services, or administrative roles.
- Interest in financial regulation, client service, and operational risk.
- Strong communication and interpersonal skills.
- Attention to detail and a methodical approach to tasks.
- Ability to work well under supervision and take initiative when required.
- Proficiency in MS Office (Word, Excel, Outlook).
- Organised, reliable, and willing to work flexibly within a team.
