Customer Service Agent

Role Overview

We are seeking lively, detail-oriented, and experienced Customer Service / FICA Agents to provide exceptional customer support on our online trading platform while ensuring full compliance with FICA and AML requirements. This role is client-facing and compliance-focused, requiring strong communication skills, accuracy, and the ability to work efficiently in a fast-paced environment.

Key Responsibilities

• Provide prompt, professional customer support via multiple communication channels.
• Assist clients with platform navigation, trading processes, and basic technical queries.
• Resolve customer complaints efficiently and ensure high levels of client satisfaction.
• Maintain accurate records of customer interactions and transactions.
• Stay informed on platform updates, system changes, and relevant market trends.
• Maintain strict customer confidentiality at all times.

• Conduct client identification and verification (KYC), including the collection and verification of required documentation (ID, proof of address, source of funds, etc.).
• Ensure all FICA verification is completed prior to onboarding or transaction finalization.
• Perform ongoing client monitoring in line with regulatory requirements.
• Identify and report suspicious or unusual transactions related to potential money laundering or terrorist financing to the Financial Intelligence Centre (FIC).
• Accurately record and report discrepancies identified during the verification process.
• Maintain proper record-keeping of client documentation and transactions in accordance with FICA requirements

Minimum Requirements:

• Matric / High School qualification (required).
• Minimum 12 years customer service experience (call centre, financial services, or client-facing roles preferred).
• Excellent verbal and written communication skills in English (additional languages are advantageous).
• Strong problem-solving, multitasking, and analytical skills.
• High attention to detail and accuracy, particularly in compliance-related work.
• Computer literate with working knowledge of MS Office and CRM/customer service systems.
• Basic understanding of financial regulations (FICA/AML knowledge advantageous; training will be provided).
• Ability to work rotational shifts, including weekends.
• Reliable mode of transport.
• Must reside in Cape Town, Western Cape.
• Able to work rotational shifts.
• Trading, cryptocurrency or forex experience preferred.

• Exposure to financial markets or online trading platforms.
• Prior experience with FICA, AML, or compliance-driven environments.