Junior Account Manager (Payments)
Job Overview
Our client, a company licensed by the Malta Financial Services Authority (MFSA), is seeking a proactive Junior Account Manager to join their growing team. The selected candidate will focus on building strong customer relationships, managing onboarding processes, and providing first-line support to clients.
Reporting to the Senior Account Manager, the Account Executive will be responsible for delivering a high level of customer service, handling onboarding and KYC procedures, collaborating with internal teams, and supporting customer satisfaction throughout the full client lifecycle.
Key Responsibilities
Customer Relationship Management
Act as the main point of contact for customers via dedicated communication channels and email, providing first-line support and ensuring smooth communication.
Educate clients on existing and new product features, demonstrating their value and supporting customer adoption and growth.
Onboarding & Compliance
Collect and prepare customer due diligence documentation for new onboardings, updates, and periodic reviews, while coordinating with AML and Compliance teams for processing.
Build and maintain strong client relationships during onboarding and throughout the customer lifecycle to support retention and satisfaction.
Cross-Functional Collaboration
Liaise with the Product Team regarding feature requests, identified issues, and resolutions, ensuring matters are followed through to completion.
Support the transaction monitoring team by addressing and resolving queries in a timely manner.
Process Improvement
Participate in projects and initiatives aimed at enhancing the customer experience and improving internal processes.
Create and maintain SOPs and handbooks related to Account Management responsibilities.
Requirements
Experience & Background
1–2 years of experience in customer support, account management, or other client-facing roles, ideally within fintech, cryptocurrency, or banking environments.
Experience handling KYC processes, customer onboarding, and due diligence documentation.
Understanding of cryptocurrency fundamentals and banking regulations. Previous exposure to crypto payments or banking platforms will be considered an asset.
Skills & Attributes
Strong communication skills with a customer-focused approach and the ability to handle queries efficiently.
Detail-oriented, organized, and proactive when managing escalations and documentation.
A collaborative mindset with the ability to work effectively across Product, Compliance, and Monitoring teams.
Comfortable troubleshooting basic API integrations and explaining technical concepts to non-technical clients.