Customer Success Associate

About the Role

Customer Success Associate in the Alternative Funds Transfer Agency team supporting investor onboarding and periodic review activities. This role involves reviewing and maintaining anti-money laundering and counter-terrorist financing (AML/CTF) documentation, identifying potential financial crime and reputational risks, and contributing to a strong service experience.

Key Responsibilities

• Perform onboarding and periodic refresh reviews of investor accounts, ensuring required AML/CTF documentation is complete, accurate, and current.
• Review and validate know your customer (KYC) files, including quality checks, peer review feedback, and timely escalation of identified gaps.
• Identify potential money laundering and reputational risks through transaction monitoring and screening (politically exposed persons, sanctions, and adverse media).
• Prepare management information and client reporting, including tracking service level agreements and key performance indicators.
• Support client and compliance-led due diligences, audits, and regulatory reviews.
• Respond to investor and client queries with a focus on clear communication, timely turnaround, and strong service quality.
• Assess procedures and controls to identify operational inefficiencies and recommend practical, well-controlled improvements.
• Maintain and follow documented AML/CTF and financial crime procedures, applying consistent standards across relevant jurisdictions.
• Monitor relevant legislative and regulatory developments that may impact transfer agency operations and coordinate with local compliance partners.
• Review and support changes to service offerings or client requests, acting as an escalation point for internal partners and clients.

Requirements & Tech Stack

• Experience in anti-money laundering and counter-terrorist financing (AML/CTF) activities within financial services.
• Experience supporting investor onboarding and periodic review processes, including document-based due diligence.
• Working knowledge of relevant AML and sanctions regulations and frameworks (e.g., Bank Secrecy Act, USA PATRIOT Act, FinCEN guidance, OFAC sanctions, Cayman Islands AML framework, FATCA/CRS).
• Strong analytical skills with attention to detail and an ability to identify, document, and escalate risk issues.
• Strong written and verbal communication skills.
• Strong time management skills with the ability to prioritize multiple tasks and deliver within agreed turnaround times.
• Proven ability to build effective working relationships across teams and coordinate delivery across functions.

Preferred Qualifications

• Experience supporting transfer agency operations and/or fund services-related investor due diligence.
• Experience preparing recurring operational reporting and metrics for stakeholders and clients.
• Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy.