Customer Success Specialist

Customer Success Specialist Location: Washington, DC, Hybrid (3 days in office)Status: Full-time, ExemptReports To: Global Team Lead Customer SuccessDirect Reports: NoneHours: 8:30 a.m.5:00 p.m., MondayFriday; hybrid after 90 daysSince 1999, Monex USA has provided corporate clients with the best foreign exchange (FX) and international payment solutions in the industry. Monex USA guides thousands of clients, from a broad spectrum of industry sectors, through the intricacies of the currency markets. Our unique market insight is widely recognized in The Wall Street Journal, Reuters, Bloomberg, CNBC and other leading business media. Monex is looking for a Client Success Specialist (CSS) who will be responsible delivering a seamless client experience by maintaining accurate documentation and data, monitoring onboarding progress, and proactively addressing issues or delays. Through close cross-functional collaboration and attention to compliance requirements, the CSS contributes to efficient operations, informed decision-making, and strong, ongoing client relationships.Responsibilities Serve as a primary point of contact for clients during onboarding, under the guidance of the Global Team Lead Customer SuccessSupport client onboarding by coordinating with Sales, Compliance, and internal teams to ensure timely and accurate processingRespond to client inquiries, provide status updates, and escalate complex issues as neededAssist in collecting, reviewing, and maintaining client documentation in line with KYC and AML requirementsTrack onboarding progress, follow up on outstanding items, and help resolve minor delaysEnsure accurate data entry and maintenance across internal systems Support compliance processes and escalate any potential issues to the appropriate teamsAssist in preparing reports, tracking client activity, and supporting internal meetingsCollaborate with cross-functional teams to improve processes and enhance the client experienceProvide ongoing support to the Global Team Lead Customer Success on client accounts and operational initiativeRequired Qualifications 1-2 years of experience in customer-facing positions such as Customer Success, Account Management, Sales, Business Development, Customer Support, or Technical SupportPrior employment within a regulated financial services institution (Bank, Credit Union, Money Service Business, etc.)Strong presentation and outstanding communication abilitiesDemonstrated success in client training and onboarding processesComprehensive understanding of operational dynamics and compliance frameworks within financial organizationsProven ability to build credibility with clients and colleagues across diverse cultures and global teamsProactive in identifying potential challenges and risks, implementing effective mitigation strategiesExemplary leadership, consistently reflecting company culture and valuesAn optimistic outlook and positive energyProven ability to foster a workplace environment that promotes psychological safety, innovation, creativity, and productivityPreferred Qualifications BA/BS in Business, Marketing, Communication, or related fieldFormal AML/KYC experience or training in the United StatesExperience in the foreign exchange (FX) industryFluent in SpanishTravel Requirements Travel commitment of approximately 5%Compensation The annual salary range is $60,000 to $75,000 depending on experience, with a 10% annual discretionary bonus.Benefits Comprehensive medical insuranceDental insurance coverageVision insurance coverageLong-term disability insuranceShort-term disability insuranceAccidental Death & Dismemberment (AD&D) insuranceCommuter benefit options401(k) and Roth retirement plans16 days off Paid Time Off (PTO)MonexUSA Inc. is an Equal Opportunity Employer. Diversity is valued and the company will not tolerate any form of discrimination or harassment.