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
Customer Service & Platform Support
- 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.
FICA & Compliance Responsibilities
- 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 finalisation.
- 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 1–2 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.
Advantageous
- Exposure to financial markets or online trading platforms.
- Prior experience with FICA, AML, or compliance-driven environments.
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