•Act as a KYC document liaison to request and analyze documentation for individual and entity accounts. This included foreign and domestic government issued ID verification, corporations, LLC's, limited partnerships, and trust agreements in addition to various other forms of KYC related documents.•Follow up on customer complaints and compliance related escalations.•Extensively trained on anti-money laundering practices which required recertification annually•Continuously monitor client’s accounts to determine if non-compliant activities were taking place specifically money laundering, TPT, TPF•Participate in semiannual compliance training on latest issues in the marketplace and industry•Pro-actively contact high net-worth clients regarding deposit, withdrawal and new account issues to ensure expedited handling•Act as a liaison between clients and marketing team on beta testing of new products and technical issues •Responsible for conducting back office reconciliation for Japanese office by executing manual liquidations for clients who did not meet margin requirements•Representative for institutional while-labels, Open E Cry (futures and equities), Tradeking Forex and Gain GTX•Placed phone trades for clients on request, up to 700K in volume•Effectively communicate client perspective to marketing in order to make future enhancements•Identify target markets, research competition, and conduct product/service upgrade launches•Integral part in the training process of new employees both in groups and individually•Interview potential employees for the Client Services Department•Act as a temporary manager for ten client services representatives as needed •Volunteer in assisting with Sunday releases of new products and services•Responsible for testing beta platform and provide relevant feedback to developers and marketing

•Effectively communicate with clients and prospective clients by email, live chat and phone simultaneously ensuring a full understanding of issues and providing best solutions •Address inquiries including account reconciliation, platform use and troubleshooting the Forex market, CFDs and trade management in a fast-paced environment •Communicate with management, IT, New Accounts and Financial Operations departments as necessary to expedite issues or requests•Moderate webinars and addressed attendees questions to ensure a quality learning environment•Assist in outbound call campaigns regarding new regulations or service changes