Senior Associate (Santo Domingo)

Santo Domingo, Dominican Republic

Full time

Customer Support

Experienced Professional

The Role:
Our Senior Associates work alongside the brightest minds in a fast-paced and evolving industry. They ensure excellent service standards, respond efficiently to customer inquiries, and maintain high satisfaction.
We are looking for someone who is eager to help us continue to provide a positive customer experience for all new institutional clients. This person will also have the opportunity to make an immediate impact by working directly with our institutional clients to efficiently guide them through the onboarding process. The ideal candidate will have great attention to detail and a roll up their sleeves attitude.


Vital contributor to the onboarding process for new institutional clients, which includes:
Serving as the initial point of contact for onboarding of institutional clients
Ensuring that onboarding documents are complete and collected in a timely manner
Reviewing onboarding applications and all associated documentation
Ensuring best practices for high-touch interaction between institutional clients, Business Development/Sales and the broader Customer Support teams


Qualifications (minimum):
Experience with client onboarding and KYC/customer due diligence processes
Understanding of business organizational structures and various types of corporate documents, such as government IDs, articles of incorporation, tax forms, formation documents, etc…
A strong desire to create positive and meaningful interactions with clients
Strong organizational skills and high attention to detail
Very strong English – Confident verbal communication and polished written communication


Qualifications (preferred):
Experience/proficiency with G Suite (especially Drive, Docs, and Sheets)
Experience using Zendesk or similar ticketing software
Previous work experience in the Financial Services or FinTech space

● Compliance background (it’s a plus)


Life At Horatio: 

Horatio is changing the way people experience life at work. Yes, that’s right – working at Horatio will be much different than anything you’ve ever done before.  At Horatio, we are a family and that plays into everything we do. We know that our employees are the most important part of the team and we treat them as such! Just ask any member of our team about how different Horatio has been for them and why they love it so much!

We offer free breakfast, snacks, and lunch on certain days of the week. Since we’re a family, we do a lot of events together outside of the office as well (concerts, sports games, happy hours, and more!). At Horatio, it’s about building a family and community where everyone feels comfortable to do their best work and also wants to build a career at a fast growing company. 

We believe gratitude and grace go hand in hand and that how we engage with and support each other should matter as much as the care we extend to our amazing clients. We also believe that we have the opportunity to influence the experiences we have in the workplace and can make a difference through what we do and how we do it. Together we are strengthened by our organizational values and attributes, and energized by our potential. Your ability to serve others, uphold our code of conduct and workplace practices, and model our core values and attributes will be at the center of your success!

After successfully passing a background check, you can expect a fast paced, changing environment that includes frequent deadlines and the need to multitask competing priorities each day. You can anticipate extensive use of a computer, (including Word, Excel and PowerPoint), phone, and high volumes of email and chat. You should expect to consistently apply your strong English fluency when speaking with others, reading work related materials, and creating written correspondence.

Bottom line, our team believes you can experience incredible growth and have one of the most meaningful experiences in your career at Horatio. 


About Horatio:

Based in New York City, with teams in the Dominican Republic, Horatio is a leading provider of white-glove customer experience and omni-channel support outsourcing services. At Horatio, we like to say “do what you do best, and hire Horatio to do the rest.” Horatio partners with high-growth and innovative companies to develop their customer support strategy and provide a handpicked team to execute it. Horatio’s number one focus is on providing high-touch, brand-focused customer support. Our team is equipped with state-of-the-art technologies and expertise to ensure a great customer experience every time.