The Role
The Customer Success Specialist ensures a smooth client onboarding experience, manages documentation, tracks progress, and collaborates with cross-functional teams to enhance client satisfaction.
Summary Generated by Built In
Job Title: Customer Success Specialist
Location: Washington, DC, Hybrid (3 days in office)
Status: Full-time, Exempt
Reports To: Global Team Lead ‑ Customer Success
Direct Reports: None
Hours: 8:30 a.m.–5:00 p.m., Monday–Friday; hybrid after 90 days
Since 1999, Monex USA has provided corporate clients with the best foreign exchange (FX) and international payment solutions in the industry. Monex USA guides thousands of clients, from a broad spectrum of industry sectors, through the intricacies of the currency markets. Our unique market insight is widely recognized in The Wall Street Journal, Reuters, Bloomberg, CNBC and other leading business media.
Monex is looking for a Client Success Specialist (CSS) who will be responsible delivering a seamless client experience by maintaining accurate documentation and data, monitoring onboarding progress, and proactively addressing issues or delays. Through close cross-functional collaboration and attention to compliance requirements, the CSS contributes to efficient operations, informed decision-making, and strong, ongoing client relationships.
Responsibilities
Location: Washington, DC, Hybrid (3 days in office)
Status: Full-time, Exempt
Reports To: Global Team Lead ‑ Customer Success
Direct Reports: None
Hours: 8:30 a.m.–5:00 p.m., Monday–Friday; hybrid after 90 days
Since 1999, Monex USA has provided corporate clients with the best foreign exchange (FX) and international payment solutions in the industry. Monex USA guides thousands of clients, from a broad spectrum of industry sectors, through the intricacies of the currency markets. Our unique market insight is widely recognized in The Wall Street Journal, Reuters, Bloomberg, CNBC and other leading business media.
Monex is looking for a Client Success Specialist (CSS) who will be responsible delivering a seamless client experience by maintaining accurate documentation and data, monitoring onboarding progress, and proactively addressing issues or delays. Through close cross-functional collaboration and attention to compliance requirements, the CSS contributes to efficient operations, informed decision-making, and strong, ongoing client relationships.
Responsibilities
- Serve as a primary point of contact for clients during onboarding, under the guidance of the Global Team Lead ‑ Customer Success
- Support client onboarding by coordinating with Sales, Compliance, and internal teams to ensure timely and accurate processing
- Respond to client inquiries, provide status updates, and escalate complex issues as needed
- Assist in collecting, reviewing, and maintaining client documentation in line with KYC and AML requirements
- Track onboarding progress, follow up on outstanding items, and help resolve minor delays
- Ensure accurate data entry and maintenance across internal systems
Support compliance processes and escalate any potential issues to the appropriate teams - Assist in preparing reports, tracking client activity, and supporting internal meetings
- Collaborate with cross-functional teams to improve processes and enhance the client experience
- Provide ongoing support to the Global Team Lead ‑ Customer Success on client accounts and operational initiative
- 1-2 years of experience in customer-facing positions such as Customer Success, Account Management, Sales, Business Development, Customer Support, or Technical Support
- Prior employment within a regulated financial services institution (Bank, Credit Union, Money Service Business, etc.)
- Strong presentation and outstanding communication abilities
- Demonstrated success in client training and onboarding processes
- Comprehensive understanding of operational dynamics and compliance frameworks within financial organizations
- Proven ability to build credibility with clients and colleagues across diverse cultures and global teams
- Proactive in identifying potential challenges and risks, implementing effective mitigation strategies
- Exemplary leadership, consistently reflecting company culture and values
- An optimistic outlook and positive energy
- Proven ability to foster a workplace environment that promotes psychological safety, innovation, creativity, and productivity
- BA/BS in Business, Marketing, Communication, or related field
- Formal AML/KYC experience or training in the United States
- Experience in the foreign exchange (FX) industry
- Fluent in Spanish
- Travel commitment of approximately 5%
- The annual salary range is $60,000 to $75,000 depending on experience, with a 10% annual discretionary bonus.
- Comprehensive medical insurance
- Dental insurance coverage
- Vision insurance coverage
- Long-term disability insurance
- Short-term disability insurance
- Accidental Death & Dismemberment (AD&D) insurance
- Commuter benefit options
- 401(k) and Roth retirement plans
- 16 days off Paid Time Off (PTO)
Skills Required
- 1-2 years of experience in customer-facing positions such as Customer Success, Account Management, Sales, Business Development, Customer Support, or Technical Support
- Prior employment within a regulated financial services institution
- Strong presentation and outstanding communication abilities
- Comprehensive understanding of operational dynamics and compliance frameworks within financial organizations
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The Company
What We Do
Formerly known as Tempus, Monex USA has provided corporate clients with industry-leading foreign exchange, risk management, and international payment solutions for over 23 years. Headquartered in Washington, DC, Monex USA has New York and Beverly Hills offices. As part of the global financial group of Monex, the company leverages a combined annual FX volume of over $247 billion and 2,800 employees to help more than 70,000 clients from a broad range of industries successfully navigate the global currency markets. With nearly four decades of experience, Monex is one of the world's largest commercial foreign exchange providers, with a presence in Mexico, the United Kingdom, Spain, Canada, Holland, Singapore, Luxembourg, and the United States.
