Customer Success Specialist
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