Junior Account Manager (Payments)

Our client, a company licensed by the Malta Financial Services Authority (MFSA), is seeking a proactive Junior Account Manager to join their growing team. The selected candidate will focus on building strong customer relationships, managing onboarding processes, and providing first-line support to clients.

Reporting to the Senior Account Manager, the Account Executive will be responsible for delivering a high level of customer service, handling onboarding and KYC procedures, collaborating with internal teams, and supporting customer satisfaction throughout the full client lifecycle.

Key Responsibilities

Customer Relationship Management

• Act as the main point of contact for customers via dedicated communication channels and email, providing first-line support and ensuring smooth communication.

• Educate clients on existing and new product features, demonstrating their value and supporting customer adoption and growth.

Onboarding & Compliance

• Collect and prepare customer due diligence documentation for new onboardings, updates, and periodic reviews, while coordinating with AML and Compliance teams for processing.

• Build and maintain strong client relationships during onboarding and throughout the customer lifecycle to support retention and satisfaction.

Cross-Functional Collaboration

• Liaise with the Product Team regarding feature requests, identified issues, and resolutions, ensuring matters are followed through to completion.

• Support the transaction monitoring team by addressing and resolving queries in a timely manner.

Process Improvement

• Participate in projects and initiatives aimed at enhancing the customer experience and improving internal processes.

• Create and maintain SOPs and handbooks related to Account Management responsibilities.

Requirements

Experience & Background

• 1–2 years of experience in customer support, account management, or other client-facing roles, ideally within fintech, cryptocurrency, or banking environments.

• Experience handling KYC processes, customer onboarding, and due diligence documentation.

• Understanding of cryptocurrency fundamentals and banking regulations. Previous exposure to crypto payments or banking platforms will be considered an asset.

Skills & Attributes

• Strong communication skills with a customer-focused approach and the ability to handle queries efficiently.

• Detail-oriented, organized, and proactive when managing escalations and documentation.

• A collaborative mindset with the ability to work effectively across Product, Compliance, and Monitoring teams.

• Comfortable troubleshooting basic API integrations and explaining technical concepts to non-technical clients.