Customer Success Associate

Make a meaningful impact by helping safeguard the financial system and supporting strong client outcomes. In this role, you will help deliver timely, accurate investor due diligence through well-controlled onboarding and periodic reviews. You will partner across functions to improve processes, reporting, and service delivery. If you thrive in a detail-focused environment where quality and accountability matter, this role offers strong learning and growth.

As a Customer Success Associate in the Alternative Funds Transfer Agency team, you will support investor onboarding and periodic review activities by reviewing and maintaining anti-money laundering and counter-terrorist financing (AML/CTF) documentation in line with regulatory requirements and internal policies. You will help identify potential financial crime and reputational risks by applying screening, monitoring, and quality controls. You will also contribute to a strong service experience through clear communication, reporting, and continuous improvement.

Job 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, including sampling, evidence gathering, and procedure updates
• 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 as needed
• Review and support changes to service offerings or client requests, acting as an escalation point for internal partners and clients when appropriate

Required qualifications, capabilities and skills

• 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 appropriately
• Strong written and verbal communication skills, with the ability to explain requirements clearly to partners and clients
• 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, capabilities and skills

• 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 in operational processes.