About the Role
We are looking for a detail-oriented and customer-focused Account Onboarding Associate to join our team at StraitsX.
In this role, you will be responsible for delivering a smooth, efficient, and compliant onboarding experience for our clients. You will serve as the primary point of contact throughout the onboarding journey, working closely with internal stakeholders to coordinate requirements, resolve issues, and ensure timely account activation.
You will also play a key role in improving onboarding processes, enhancing the client experience, and supporting our growing business in the digital assets and payments ecosystem.
What You Will Do
- Serve as the primary point of contact for clients throughout the onboarding process, ensuring a seamless and efficient experience from initial engagement to account activation.
- Work closely with Sales, Compliance, Legal, and Account Operations teams to gather documentation, communicate requirements, and resolve onboarding-related issues.
- Facilitate onboarding activities in accordance with internal policies and regulatory requirements, applying sound judgment to address client-specific needs while maintaining compliance standards.
- Identify opportunities to streamline onboarding workflows, reduce turnaround times, and enhance the overall client experience.
- Track key onboarding metrics, maintain accurate records, and ensure adherence to established service-level agreements (SLAs).
- Gather client feedback and collaborate with relevant teams to recommend improvements to onboarding processes, systems, and products.
What We're Looking For
- 1-2 years of experience in banking, financial services, fintech, payments, or Web3, preferably in corporate client onboarding, Know Your Business (KYB), or account operations.
- Strong commitment to delivering an excellent client experience, with the ability to manage expectations and resolve issues effectively.
- Excellent interpersonal and stakeholder management skills, with the ability to work effectively across teams and communicate clearly with clients.
- Strong organizational skills and the ability to manage multiple onboarding cases while maintaining accuracy and compliance.
- Comfortable working in a fast-paced, evolving environment, with a proactive approach to problem-solving and driving results.
- Data-driven approach to monitoring performance, identifying bottlenecks, and improving operational efficiency.
- Excellent written and verbal communication skills in English. Proficiency in Bahasa Indonesia or Mandarin is an added advantage.
- Familiarity with CRM platforms and onboarding tools. Experience with HubSpot is an advantage.