Customer Service Agent

SUMMARY:
Neo Brokers is a dynamic and innovative company dedicated to providing B2B FinTech solution to the African continent. We are passionate about using cutting-edge technology to create solutions that drive our industry forward.
We are looking for lively, detail-oriented, and experienced candidates to join our team as Customer Service Agents.
The primary aim of this role is to provide exceptional customer support and service to our clients on our online platform

POSITION INFO:

Role Overview

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 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 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.
• Able to work rotational shifts.
• Trading, cryptocurrency or forex experience – preferred.

Advantageous

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