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About the Role

The Customer Success Specialist plays a critical role in the onboarding and engagement of new clients, ensuring a smooth transition from Sales to Success. This relationship-driven role involves frequent phone interactions to provide guidance, reassurance, and proactive support, while also ensuring clients remain engaged, informed, and supported throughout their journey. A deep understanding of internal processes and regulatory requirements is necessary to ensure consistent client experiences and compliance.

Responsibilities

Act as the primary point of contact for new clients, providing structured, phone-based guidance and support.
Ensure the transition from Sales to Success is well-coordinated, with all client commitments and expectations clearly documented.
Proactively identify and resolve onboarding bottlenecks, ensuring all required documentation and compliance checks are completed efficiently.
Liaise with Compliance to facilitate KYC and due diligence, ensuring a smooth regulatory process.
Provide regular updates to clients regarding their onboarding status and ensure prompt responses to queries.
Establish and maintain strong client relationships, acting as a trusted advisor.
Monitor client engagement and satisfaction, identifying areas for improvement and escalating concerns.
Ensure a structured and consistent approach to client interactions, leveraging scripted conversations while maintaining a personalized touch.
Conduct regular check-ins with new clients post-onboarding to ensure full integration and benefit realization.
Work closely with internal teams to identify trends in client feedback and suggest improvements.
Support automation initiatives, including data transfers, CRM enhancements, and ticketing system improvements.
Assist in documenting and standardizing best practices, ensuring a repeatable and effective onboarding model.
Provide input on process refinements and system developments to improve overall efficiency and client satisfaction.
Work closely with the Head of Operations to identify areas where technology and workflow improvements can drive business impact.

Requirements

Experience in client onboarding, customer engagement, or a similar role within a regulated industry.
Understanding of compliance and regulatory considerations related to customer success, including KYC and due diligence processes.
Strong familiarity with CRM systems, ticket management tools, and automated client engagement workflows.
Ability to manage customer interactions across multiple jurisdictions and regulatory environments.
Experience in liaising with Compliance and Sales teams to streamline client onboarding and engagement processes.
Proven track record of delivering high-touch customer service while implementing operational efficiencies.
Strong problem-solving skills with a proactive approach to identifying and resolving client concerns.

Skills

FX risk management
International payments
Client onboarding
Customer engagement
Relationship management
CRM systems
Ticket management tools
Automated client engagement workflows
KYC
Due diligence
Problem-solving
Communication

Location

London

Work Type

Full-time

Experience Level

Not specified

Education Level

Not specified

Benefits

Professional development opportunities
Support for career advancement
Teamwork-focused environment
Health and wellness initiatives

About the Company

Monex specialises in FX risk management and international payments, helping corporate and institutional clients design tailored FX solutions to navigate currency volatility with confidence.
In 2023, Monex facilitated $309 billion in FX turnover, managed $10.7 billion in assets, and processed 8.5 million transactions.
With offices across North America (Canada, the US, and Mexico), Asia (Singapore), and Europe (the UK, Spain, and the Netherlands), we serve over 66,000 clients worldwide.
By combining global reach with deep local market expertise, Monex enhances businesses with a suite of financial solutions and FX market analysis to help optimise efficiency, mitigate currency risk, and protect margins.
Our corporate client experience is further enhanced by our dedicated sector expertise across a range of industries.

Equal Opportunity

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
At Monex, we do our very best every day to ensure that we take good care of our people, as our biggest asset is our highly driven and focused Talent Culture.
We strive to continuously enable our people to develop their full potential by offering the necessary tools and support to empower our people to develop professionally and to take the next step in their career here at Monex.
Teamwork is a paramount part of our Talent Culture as we achieve more when we collaborate and all work together.
We take pride in our familial culture with colleagues who are willing to go the extra mile for one another.
We foster a culture of Health and Wellness, encouraging our colleagues to pursue healthy habits and promoting healthy lifestyles.