Client Experience Executive - KL

Role Overview

We're looking for a Client Experience Executive to be the primary point of contact for both clients and partners — handling enquiries, resolving issues, supporting onboarding and KYC, and coordinating across teams to deliver a smooth, responsive experience throughout the client/partner lifecycle.

Key Responsibilities

Support & Communication

• Act as the first point of contact for client and partner enquiries via ticketing system, live chat, email, and calls.

• Provide timely, professional, and empathetic responses; keep clients/partners informed on progress and resolution timelines.

• Handle complaints and complex cases with a solutions-oriented approach, proposing effective and compliant resolutions.

Ticketing & SLA Management

• Categorize, prioritize, and manage tickets to meet defined SLAs for first response and resolution.

• Monitor ticket status, follow up proactively, and escalate when needed — while retaining ownership until closure.

Onboarding & KYC

• Perform client due diligence and KYC/E-KYC for individual and corporate accounts, including document verification, EDD, WorldCheck screening, and ongoing reviews.

• Review corporate documentation (registration, ownership structure, directors, shareholders, authorized signatories).

• Support partner onboarding — documentation tracking, system setup follow-ups, and status updates.

Operations & Data Accuracy

• Maintain accurate case/ticket records and client/partner data in internal systems.

• Perform basic checks on rebates, commissions, and account/partner configurations before escalation.

• Flag data discrepancies or recurring issues to senior team members.

Cross-Team Coordination

• Collaborate with Compliance, Risk, Sales, Operations, Finance, and Tech to resolve complex or high-risk cases.

• Track dependencies and ensure internal teams respond within agreed timelines.

Process Improvement

• Identify recurring issues, onboarding gaps, or process pain points; suggest improvements to workflows and client/partner experience.

• Maintain FAQs, SOPs, and internal documentation (e.g. Confluence) to reflect current processes.

Requirements

• Previous experience in finance or a similar field, or experience in client-facing/client management roles involving direct client contact.

• Exposure to KYC/AML processes and/or partner/affiliate programs is an advantage.

• Strong written and verbal English communication skills.

• Comfortable with ticketing systems/CRMs (e.g. Zendesk, Freshdesk); training provided.

• Detail-oriented, able to manage multiple cases while meeting SLAs.

• Patient, professional, and solutions-focused when handling sensitive or complex situations.

• Willing to work rotational shifts, including weekends/public holidays.

What We Offer

• Structured onboarding and on-the-job training.

• Clear career progression within Client Experience.

• Exposure to both client-facing and partner/IB operations in a fast-paced fintech environment.