Client Experience Administrator
Summary
Manages client onboarding, KYC compliance, and ongoing support for a fintech company in Cape Town, ensuring smooth client lifecycle and regulatory adherence.
Job Overview
The Client Experience Administrator
will process individual and corporate
client registrations and serve as a key point of contact throughout the client lifecycle. The successful candidate will be responsible for identifying client requirements, supporting first-time
clients through the sign-up process, and assisting existing clients with new
functionalities and queries. The Client Experience Administrator will act as a stabilising force within the team, taking ownership of complex or sensitive matters, ensuring
appropriate allocation of cases, and intervening proactively to resolve issues
before they impact the client experience.
This role requires a keen compliance mindset, operating in accordance with the FICA Act to mitigate the risk of money laundering and terrorist
financing. The ideal candidate will demonstrate excellent interpersonal skills,
impeccable written and oral communication, and an unwavering commitment to
service excellence.
Responsibilities and Duties Client Onboarding &
KYC:
- KYC (Know Your Customer) — FICA compliance, risk rating, PEPs, and due diligence
- Opening of accounts with external banking partners
- Compliance checks and creation of bank application forms.
- Conversion of online registrations
- Conduct transactional and ongoing due diligence on all clients
Team Routing & Escalation Management:
- Oversee the day-to-day routing of the onboarding mailbox across the team to ensure balanced workloads and timely
resolution
- Manage and resolve escalations efficiently within the team, ensuring clients receive prompt and appropriate responses
- Act as the first point of escalation within the team before issues are elevated to management
- Monitor the onboarding queue and proactively reallocate or assist with backlog where required
- Identify recurring escalation patterns and propose corrective actions or process improvements
CRM & Process Management
- Maintain CRM accuracy
- Database management
- Liaising with banks’ AML departments and reporting of any unusual or suspicious transactions
- Handle incoming calls for new client queries
- Assist existing clients with new functionalities and ongoing account queries
- Administration
- Filing and other administrative tasks as and when required
- Accurate completion of all documentation in line with internal standards and regulatory requirements
Requirements
Key Competencies
- Principles and ethics: Adhering to good practice and ethical principles and values.
- Good work ethic with a willingness to go the extra mile and work as a team player.
- Must be motivated, energetic and committed to the role.
- Meticulous: Impeccably accurate with a keen eye for detail.
- Service delivery: Delivering results and exceeding customer expectations.
- Excellent interpersonal skills and the ability to work effortlessly with clients and the team. Displays gravitas & emotional
maturity.
- Adaptability: Modifies approach in the face of new demands. Supports change initiatives, adjusting their actions appropriately when
presented with additional
information. Rises to new challenges.
- Efficiency: Organised with excellent diary and time