Senior Client Service Representative

Client of Hirelebanese

Manage and lead the customer support team, ensuring high performance, quality service delivery, and professional growth through training, guidance, and regular feedback.

Serve as the escalation point for complex or sensitive client inquiries, ensuring timely and accurate resolution via phone, email, or chat.

Lead the full account lifecycle: opening, updates, renewals, and closures. Review documentation, verify compliance, and coordinate with internal departments.

Monitor and process client transactions (deposits, transfers, withdrawals) in collaboration with the back office and accounting teams.

Supervise and conduct end-of-month reconciliations between departments (support, finance, and dealing) to ensure client-related transactions and records are aligned and accurate.

Oversee CRM input and integrity during account setup and maintenance, ensuring compliance with internal segregation of duties.

Act as the primary point of contact with the compliance department, ensuring the customer team adheres to all current and newly introduced regulatory requirements and submitting regular compliance reports (e.g., CDD, KYC, power of attorney, dormant accounts).

Identify process improvements and recurring client issues, proposing solutions that enhance customer experience and operational efficiency.

Prepare regular reports to management on client activity, team performance, and support trends.

Stay current with product offerings, platform features, and industry developments to proactively support and educate clients.