Customer Operations Officer (Processing - Chinese or Russian Speaker)

We are seeking a detail‑oriented, analytical, and proactive Customer Operations Officer (Onboarding & Processing) to manage the complete lifecycle of client onboarding and financial transaction processing. This dual-role position is critical in ensuring seamless client experiences, regulatory compliance, and efficient handling of deposits, withdrawals, and other payment-related processes.

Onboarding:

• Process and verify client onboarding documentation, ensuring accuracy, authenticity, and compliance with internal policies and regulatory requirements.
• Manage the full client onboarding journey, ensuring all required KYC documents are collected, reviewed, and approved.
• Conduct client screening and perform background checks to prevent fraudulent, abusive, or illicit registrations.
• Monitor OCR systems and automated tools (robots) to identify unusual patterns or suspicious activity.
• Oversee the complete onboarding lifecycle and escalate issues or challenges to senior staff when required.
• Handle internal and external client inquiries related to the onboarding process via email and internal systems.
• Review and validate supporting documentation submitted by clients.
• Coordinate with outsourced service providers to ensure a smooth and efficient onboarding process.
• Communicate and collaborate with internal departments to ensure accurate and timely transfer of information.
• Identify and report any suspicious or unusual client activity to the relevant departments.
• Detect discrepancies or errors in client account verification and take appropriate corrective action.
• Maintain accurate records and documentation of all onboarding activities.

Processing:

• Transaction processing.
• Monitoring the correct workflow (deposit/ withdrawal process in internal systems).
• Managing the full processing life cycle and ensure that any issues and challenges are addressed to Line Manager.
• You will be required for customer relationship management: coordinate with clients for orders, payments and issue resolution; It is important that you are in constant contact with our payment providers and financial institutions to ensure we have ongoing smooth process.
• It is important to Handle both internal and external customers' inquiries regarding payments through e-mails and other internal systems and check supportive documents.
• To contact Payment Providers and various vendors to solve clients’ concerns and issues regarding Payments journey.
• Communication and coordination with different departments to ensure smooth transfer of information.
• You may be required to prepare and present reports to the management.