A technology-driven financial services team in Estonia is seeking a Customer Experience & Onboarding Coordinator to support customers from their first interaction through successful account activation and continued service engagement.

This is a varied role combining customer communication, onboarding coordination, account support, documentation management, and internal case handling. It is ideal for a professional who enjoys working directly with customers while also maintaining structured operational processes behind the scenes.

Core Responsibilities

• Coordinate the customer journey from application submission to successful onboarding.
• Review onboarding cases and ensure required information is available for processing.
• Contact customers regarding missing documents, incomplete applications, or clarification requests.
• Provide clear guidance on account setup, verification, and service procedures.
• Support KYC-related information collection in cooperation with compliance teams.
• Monitor onboarding queues and prioritize cases according to established procedures.
• Respond to customer enquiries and provide accurate first-line support.
• Track unresolved cases and coordinate with operations, compliance, payments, and technical teams.
• Maintain accurate CRM records and customer communication histories.
• Identify friction points within the onboarding journey and suggest practical improvements.
• Prepare basic customer-service and onboarding reports.
• Support initiatives designed to improve activation rates, response times, and customer satisfaction.
• Follow internal procedures covering confidentiality, data protection, customer verification, and operational controls.

Candidate Requirements

• Experience in customer support, client services, onboarding, account administration, fintech, banking, or a related field.
• Strong organizational and coordination skills.
• Excellent written communication with the ability to produce clear and professional customer responses.
• Confident verbal communication and a service-oriented approach.
• Strong attention to detail when reviewing customer information and documentation.
• Ability to manage multiple cases while meeting deadlines.
• Comfortable working with CRM systems, ticketing platforms, spreadsheets, and digital tools.
• Basic understanding of KYC, customer verification, or regulated financial services is advantageous.
• Strong English skills; additional European languages are welcome.
• A proactive approach to identifying and resolving customer problems.

What Makes the Role Attractive

The position provides exposure to both the customer-facing and operational sides of fintech. You will gain experience in digital onboarding, customer lifecycle management, financial-service operations, KYC processes, and service optimization while working in a technology-oriented environment.

Ideal Candidate

The strongest candidate will be approachable, structured, dependable, and commercially aware. You should enjoy helping customers but also appreciate the importance of accurate documentation, efficient processes, and regulatory requirements. A proactive mindset and willingness to improve existing workflows will be highly valued.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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