Operations

• Review and process client onboarding applications, ensuring all KYC documentation and AML screening are accurately completed
• Deliver outstanding support to clients through various communication channels (live chats, tickets etc.)
• Work closely with internal teams and clients to clarify and fulfill documentation requirements
• Monitor and process client deposits, withdrawals, internal transfers and account funding activities
• Lease with PSPs and internal teams to resolve payment discrepancies and delays
• Perform daily reconciliations of funding accounts across multiple providers and banks
• Escalate and resolve client and PSP issues in a timely manner
• Assist in optimizing payment workflows and contribute to automation initiatives
• Monitor fraud indicators and report suspicious activity to the Team Leader of Client Services

Junior Client Operations Officer

• Daily manual funding methods are allocated to clients’ accounts within a timely manner
• Process all withdrawals within the day and ensure clients are informed once completed
• Liaising with banks and third-party payment providers as required
• Monitoring and responding to client enquiries ensuring clients are responded to in an accurate and timely manner via Salesforce to ensure deposits are applied and withdrawals processed promptly
• General transaction monitoring from an AML perspective
• Perform checks on withdrawals prior to processing, including AML, fraud and license jurisdiction based on guidance from the Pepperstone Compliance Team
• Monitor fraudulent transactions and take action on client’s accounts and transactions as per Pepperstone’s compliance policy
• Escalate identified or suspected AML, TF and Fraud to the Team Leader and Compliance Team in line with different regulatory requirements
• Submitting Unusual Activity Reports (UAR) to Compliance when necessary
• Ensuring potential or confirmed Card Fraud is handled promptly in line with Compliance guidelines
• Ensure Pepperstone’s Terms and Conditions are upheld via completing name matching for multiple payment providers to identify third-party transactions
• Monitoring and responding to Chargeback disputes
• Action items in the internal Pepperstone inbox from our banking ad PSPs partners ensuring it is cleared daily and all emails are actioned in an accurate manner
• Action items in the Salesforce inbox; as this is the main method of communication with clients ensure the inbox is cleared daily in line with Pepperstone’s SLA
• Action items in the internal Payment Operations Slack channel and ensure all posts are responded to in line with Pepperstone’s SLA
• Action items in the Slack channel for requests from the Reconciliation and Finance team regarding reconciliation variances & other ad-hoc requests on a daily basis Assistance with Payment Provider Reconciliation Process
• Download transaction statements from all of our banking portals and prepare them for daily reconciliation in our cash sheets
• Download other transaction statements (withdrawals and cash adjustments) and prepare them for reconciliation
• Check that all deposits have been applied correctly, complete any payments and deposits where there were errors
• Process cash adjustments on a daily basis as required
• Maintain a working approach of continuous improvement and highlight ideas at the Payments Operations Team
• Creating guides and updating our existing company Knowledge Base regarding internal Finance team processes as well as company wide information
• Submitting tickets for IT issues
• Investigating and resolving transactions issues with the PSPs
• Providing information related to Accounts function to Compliance and or payment providers when requested
• Bank statement verification
• Ensuring allocated tasks are completed within the business day

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Junior Client Operations Officer

Junior Payment Operations Officer