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