Manage end-to-end client onboarding and account lifecycle for Mandarin-speaking clients, ensuring AML/KYC compliance, accurate CRM records, cross-team coordination, and high-quality multi-channel customer support. Resolve issues, handle escalations, and build strong client relationships to improve satisfaction.
The Client Onboarding Specialist is responsible for onboarding new clients, maintaining client accounts, communicating with both new and existing clients, and ensuring ongoing customer satisfaction through exceptional service. This role plays a critical part in maintaining strong and reputable relationships with our clients, ensuring they continue to receive the best possible service and experience.
In addition, this role supports the lifecycle management of new client accounts, particularly for our growing Mandarin-speaking market. The position ensures a smooth onboarding experience while maintaining strict adherence to AML/KYC and internal compliance standards. As part of our regional support structure, this role contributes to servicing Mandarin-speaking clients across international markets.
Key Responsibilities:
- Core Focus – Client Onboarding: Oversee and process new account applications and client onboarding procedures, including lead assignment and additional account requests.
- Compliance: Ensure strict compliance with AML/KYC requirements and all applicable industry and company standards during account review and approval processes.
- Cross-Functional Collaboration: Collaborate with other internal teams (Sales, Finance, Marketing, etc.) to ensure the best possible client outcomes.
- Data Management: Accurately document client interactions and update records in CRM systems.
- Product Knowledge: Maintain up-to-date knowledge of Eightcap’s products, services, and policies to effectively communicate with clients.
- Customer Support Coverage: Provide high-quality support to existing clients, addressing inquiries via phone, email, and live chat.
- Issue Resolution: Resolve customer issues promptly, ensuring accurate and clear communication throughout the process.
- Escalation Management: Assist in managing and resolving escalated client concerns, ensuring a swift resolution.
- Relationship Building: Develop and maintain positive relationships with clients, fostering loyalty and trust. Proactively identify opportunities to enhance customer experience and satisfaction.
- Flexibility: Priority may change agile with business need.
Requirements
Essential:
- Native speaker of Mandarin Chinese.
- Diploma or equivalent experience in the field.
- Proven experience working in a professional team environment.
- Ability to work with individuals from multi-cultural backgrounds.
- Computer literacy and above-average data entry skills.
- Attention to detail, strong ability to work as part of a team, but also independently as required.
- Previous administration experience supporting a large sales team or shared service department.
- An understanding of or interest in trading, FX, or general finance.
- Ability to think analytically and troubleshoot day-to-day issues.
- Willingness to work in a fast-paced environment with a Can-Do attitude.
- The ability to effectively manage and prioritize multiple responsibilities in a fast-paced and dynamic business environment.
- Ability to work on public holidays if required.
Desired:
- RG146 qualified.
- Specific Industry Experience: Prior experience in customer support or account onboarding within the forex or financial industry.
- Academic Background: A degree in Business, Finance, or a related field.
- Industry Knowledge: Knowledge of the forex industry and compliance/KYC procedures.
- Proficiency in Cantonese.
Benefits
Why Eightcap?
- Ongoing investment in your career development
- Wellness and lifestyle perks like monthly corporate massages
- Parental leave
- Staff referral bonus program
- Employee-purchased leave
- Annual flu vaccinations
- Complimentary fruit
- Multicultural environment
- A dynamic and collaborative team culture
- Great CBD location with easy access to public transport
- Regular social activities
Are you interested in this opportunity but don’t meet every requirement? Eightcap endeavours to create an inclusive and diverse workforce by offering an opportunity for the right people and so we encourage you to apply.
We respectfully ask that no recruiters contact anyone at Eightcap regarding this role.
Eightcap Melbourne, Victoria, AUS Office
525 Collins St, The Rialto, Level 37, Melbourne, Victoria, Australia, 3000
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