Customer Service Associate (Settlements)

SUMMARY:
The company is a globally recognised online trading broker, specialising in Forex (FX), CFDs, commodities, indices, and cryptocurrencies. With a strong presence in multiple jurisdictions, including the South African market. The position is onsite and based in Cape Town CBD

POSITION INFO:

Position Overview

We are seeking a detail-oriented, client-focused Customer Service Associate (Settlements) to join our South African team in Cape Town. In this role, you will act as a key liaison between our clients and internal departments, primarily focused on the accurate and timely settlement of trades, processing of deposits and withdrawals, and ensuring all client transactions are completed efficiently and in line with regulatory and operational standards.

Key Responsibilities

• Serve as the first point of contact for settlement-related queries from clients via phone, email, and live chat. • Process and monitor client deposits, withdrawals, internal transfers, and account reconciliations accurately and within set timeframes. • Liaise with payment providers, banks, and internal teams to resolve transaction related issues. • Maintain up-to-date records of client transactions, ensuring compliance with internal controls and regulatory requirements (e.g. AML, KYC). • Proactively follow up with clients and stakeholders to ensure all settlement matters are resolved efficiently. • Collaborate with the Finance and Compliance teams to ensure seamless transaction flow and reporting accuracy. • Contribute to process improvement initiatives to enhance operational efficiency and customer experience. • Assist in preparing reports for management and regulatory audits as needed.

Requirements

• Minimum of 2 years’ experience in a financial services or forex/brokerage environment, ideally in a settlements, operations, or client support role. • Strong understanding of financial products, especially FX and CFDs. • Familiarity with client onboarding, payment processing, and KYC/AML compliance. • Excellent communication skills in English (both written and verbal). • Strong numerical and analytical skills with high attention to detail. • Ability to work well under pressure in a fast-paced environment. • Comfortable using CRM systems, payment portals, and trading platforms (e.g. MT4/MT5). • Proficient in Microsoft Office Suite (Excel, Outlook, Word).

Preferred Qualifications

• Bachelor’s degree or diploma in Finance, Business Administration, or a related field. • Experience with international payments and multi-currency transactions. • Knowledge of FSCA regulations and the South African financial regulatory environment.