We are seeking a proactive and detail-oriented Customer Success & Onboarding Executive to join our Mauritius office. This is a dual-function role, combining client onboarding and AML/KYC verification with ongoing customer service support for an established base of trading clients.

Job Title: Customer Success & Onboarding Executive

Location: Mauritius
Department: Client Services / Operations
Reports to: Head of Client Services / Operations Manager

Role Overview

We are seeking a proactive and detail-oriented Customer Success & Onboarding Executive to join our Mauritius office. This is a dual-function role, combining client onboarding and AML/KYC verification with ongoing customer service support for an established base of trading clients.

The successful candidate will play a critical role in ensuring a smooth, compliant onboarding experience for new clients, while also acting as a trusted point of contact for existing customers, resolving queries efficiently through our in-house CRM system. The role operates within a regulated CFD brokerage environment, requiring strong attention to detail, professionalism, and regulatory awareness.

Key Responsibilities

Client Onboarding & AML/KYC

• Manage the end-to-end onboarding process for new retail and professional clients
• Perform AML/KYC and customer due diligence (CDD) checks in line with internal policies and regulatory requirements
• Review and verify client documentation (identity, proof of address, source of funds) using automated verification software and manual checks where required
• Identify, investigate, and escalate high-risk or incomplete applications to the Compliance team
• Support enhanced due diligence (EDD) processes when applicable
• Ensure all onboarding records are accurately maintained for audit and regulatory review

Customer Success & Client Services

• Act as a primary point of contact for existing clients, responding to account-related queries via email, chat, and phone
• Use the in-house CRM system to log, track, and resolve client issues efficiently
• Assist clients with account access, onboarding follow-ups, documentation queries, and general service requests
• Liaise with internal teams (Compliance, Trading, Payments, IT) to resolve escalated client matters
• Ensure a high standard of service that supports client satisfaction, retention, and trust

Required Skills & Experience

Essential

• Bachelor’s degree (Business, Finance, Economics, Law, or a related discipline)
• Experience in customer service, onboarding, operations, or compliance within financial services
• Good working knowledge of AML/KYC principles, including CDD and basic EDD concepts
• Strong written and verbal communication skills in English
• High attention to detail and ability to handle sensitive client data confidentially
• Comfortable working with CRM systems and internal case-management tools

Desirable (Nice to Have)

• Experience working for a CFD broker, forex broker, fintech, or regulated financial institution
• Familiarity with Mauritius FSC regulatory expectations
• Knowledge of source of funds / source of wealth assessments
• Experience onboarding international clients

• Experience using KYC/identity verification software

• Additional language skills (other languages an advantage)

Personal Attributes

• Client-focused with a professional and calm approach
• Well-organised and able to manage multiple cases simultaneously
• Compliance-aware and comfortable working in a regulated environment
• Proactive, reliable, and able to work independently as well as part of a team
• Strong problem-solving mindset with a focus on resolution

What We Offer

• Competitive salary and benefits
• Opportunity to work within a regulated international CFD brokerage
• Exposure to both client lifecycle management and AML/compliance operations

Supportive team environment with training and development opportunities