Experienced Customer Support Executive – Latin America Operations

Join blithequark, a highly regulated and fast-growing global Fintech group, as we continue to shape the future of financial services. With multiple regulatory licenses, including FCA and Mauritius, and a global presence spanning 20+ offices across London, New York, Dubai, and Southeast Asia, we're looking for a skilled and dedicated Customer Support Executive to join our Latin America operations team.

About blithequark

Established in 2015, blithequark has evolved into a leading institutional liquidity provider, with a 250+ multinational team driving innovation and excellence across the globe. Our commitment to delivering exceptional customer experiences, combined with our passion for technology and financial expertise, has enabled us to build a reputation as a trusted partner in the Fintech industry.

Responsibilities

As a Customer Support Executive, you will play a critical role in ensuring the smooth operation of our Latin America operations. Your key responsibilities will include:

• Evaluating business processes, anticipating requirements, and identifying areas for improvement to develop and implement solutions that enhance operational efficiency and effectiveness.
• Coordinating with the risk department on leverage changing requests, escalated trading issues, and other complex situations.
• Communicating regularly with team leaders and sales teams to perform specific IB requests, re-organize network structures, and address customer concerns.
• Liaising with technology providers to resolve disputes and ensure seamless system integration.
• Cross-checking with payment service providers (PSPs) on funding issues and resolving any discrepancies.
• Managing internal ticketing systems to address customer feedback and issues within the department.
• Performing financial checks on transactions and transfers within the system to ensure accuracy and compliance.
• Collecting and analyzing information on technical complaints to identify trends and areas for improvement.

Performing KYC Validation and Client Onboarding

As a Customer Support Executive, you will also be responsible for performing Know Your Customer (KYC) validation and managing the onboarding process for new clients. This will involve:

• Conducting thorough KYC checks to ensure compliance with established policies and procedures.
• Opening, amending, reviewing, and exiting clients according to established guidelines.
• Ensuring that all client information is accurate, up-to-date, and compliant with regulatory requirements.

Continuous Improvement and Operational Efficiency

We're committed to continuous improvement and operational efficiency, and as a Customer Support Executive, you will contribute to this effort by:

• Identifying areas for improvement in our operational processes and developing solutions to enhance efficiency and effectiveness.
• Collaborating with the risk department to implement new procedures and controls to mitigate risk.
• Providing regular feedback and insights to the management team to inform strategic decisions.

Requirements

To succeed in this role, you will need:

• A bachelor's degree in business or a related field.
• A minimum of 5 years of experience in business analysis or a related field in Brokerage Backoffice.
• Exceptional analytical and conceptual thinking skills.
• Advanced technical skills, including proficiency in Microsoft applications (Word, Excel, and Outlook).
• Great attention to detail, with a meticulous approach to numbers and procedures.
• Fundamentally analytical and conceptual thinking skills.
• Experience creating detailed reports and giving presentations.
• A track record of following through on commitments.
• Excellent planning, organizational, and time management skills.
• Experience in a stock-broking business, in either IT or back office operations, would be a significant advantage.

What We Offer

As a valued member of our team, you can expect:

• Competitive remuneration, commissions, and bonuses based on performance.
• Comprehensive medical benefits, dental/optical benefits, and gym memberships.
• Opportunities for career growth and professional development in a dynamic and innovative environment.
• A collaborative and supportive team culture that values diversity, inclusion, and employee well-being.
• Access to cutting-edge technology and tools to enhance your skills and productivity.
• A global presence with opportunities to work with diverse clients and stakeholders.

How to Apply

If you're a motivated and experienced professional looking for a new challenge, please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Opportunities Employer

blithequark is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity, equity, and inclusion. Apply for this job