Monex USA is a leader in foreign exchange and international business payments, and they are seeking a Customer Success Specialist to deliver a seamless client experience. The role involves maintaining accurate documentation, monitoring onboarding progress, and addressing client issues proactively.
Responsibilities
- Serve as a primary point of contact for clients during onboarding, under the guidance of the Global Team Lead ‑ Customer Success
- Support client onboarding by coordinating with Sales, Compliance, and internal teams to ensure timely and accurate processing
- Respond to client inquiries, provide status updates, and escalate complex issues as needed
- Assist in collecting, reviewing, and maintaining client documentation in line with KYC and AML requirements
- Track onboarding progress, follow up on outstanding items, and help resolve minor delays
- Ensure accurate data entry and maintenance across internal systems
- Support compliance processes and escalate any potential issues to the appropriate teams
- Assist in preparing reports, tracking client activity, and supporting internal meetings
- Collaborate with cross-functional teams to improve processes and enhance the client experience
- Provide ongoing support to the Global Team Lead ‑ Customer Success on client accounts and operational initiative
Skills
- 1-2 years of experience in customer-facing positions such as Customer Success, Account Management, Sales, Business Development, Customer Support, or Technical Support
- Prior employment within a regulated financial services institution (Bank, Credit Union, Money Service Business, etc.)
- Strong presentation and outstanding communication abilities
- Demonstrated success in client training and onboarding processes
- Comprehensive understanding of operational dynamics and compliance frameworks within financial organizations
- Proven ability to build credibility with clients and colleagues across diverse cultures and global teams
- Proactive in identifying potential challenges and risks, implementing effective mitigation strategies
- Exemplary leadership, consistently reflecting company culture and values
- An optimistic outlook and positive energy
- Proven ability to foster a workplace environment that promotes psychological safety, innovation, creativity, and productivity
- BA/BS in Business, Marketing, Communication, or related field
- Formal AML/KYC experience or training in the United States
- Experience in the foreign exchange (FX) industry
Benefits
- Comprehensive medical insurance
- Dental insurance coverage
- Vision insurance coverage
- Long-term disability insurance
- Short-term disability insurance
- Accidental Death & Dismemberment (AD&D) insurance
- Commuter benefit options
- 401(k) and Roth retirement plans
- 16 days off Paid Time Off (PTO)
Company Overview
Monex USA provides foreign exchange, risk management, and payment solutions. It was founded in 1999, and is headquartered in Washington, District of Columbia, USA, with a workforce of 1001-5000 employees. Its website is https://www.monexusa.com.