We are seeking a proactive Account Executive to join our company licensed by the Malta Financial ServicesAuthority (MFSA). The role is focused on building strong customer relationships, managing onboarding, and providing first-line support for our clients.
The Account Executive, reporting to the Senior Account Manager, will be responsible or delivering exceptional customer service, handling onboarding and KYC processes, collaborating with internal teams, and driving customer satisfaction through the full client lifecycle.
Key Responsibilities
Customer Relationship Management
- Act as the main liaison for customers via dedicated channels or email, handling first-line support and ensuring seamless communication.
- Educate clients on existing and new product features, demonstrating their value for business growth and adoption.
Onboarding and Compliance
- Collect and prepare customer due diligence for new on boardings, updates, or reviews, presenting to AML and Compliance for processing.
- Curate relationships during onboarding and beyond to drive retention and satisfaction.
Cross-Functional Collaboration
- Liaise with the Product Team on feature requests, identified issues, and resolutions until fully addressed.
- Support the transaction monitoring team by resolving their queries in a timely manner.
Process Improvement
- Participate in project teams focused on enhancing customer experience and ad-hoc initiatives as needed.
- Create and maintain SOPs and handbooks for Account Management responsibilities.
Requirements: Qualifications & Skills
- 1-2 years in customer support, account management, or client-facing roles, ideally within fintech, crypto, or banking sectors.
- Hands-on experience with KYC processes, customer onboarding, and due diligence collection.
- Understanding of cryptocurrency fundamentals and banking regulations; prior exposure to crypto payments or banking platforms is a plus.
- Strong communication skills with a customer-first mindset and ability to handle queries efficiently.
- Detail-oriented, organised, and proactive in following up on escalations and documentation.
- Team player comfortable collaborating across Product, Compliance, and Monitoring functions.
- Comfortable trouble shooting basic API integrations and explaining technical features to non-technical clients.
