Description:
We are a fast-growing crypto neobank launching out of Asia, with a mission to redefine the future of finance on-chain. Our Customer Service (CS) function goes far beyond standard support — we're the first line of defense in protecting user assets and upholding regulatory integrity. This role sits at the intersection of Customer Support, Operations, and Compliance — supporting users while helping safeguard the platform through strong KYC and risk awareness.
Key Responsibilities
- Review and verify customer onboarding applications to ensure full compliance with internal KYC/AML standards and external regulatory requirements.
- Authenticate customer-submitted documents (IDs, proof of address, source of funds, etc.) with meticulous attention to detail before processing.
- Maintain accurate and up-to-date records in the customer database, ensuring data quality and integrity across all touchpoints.
- Respond promptly to client inquiries related to onboarding, account verification, transaction status, and compliance-related matters across multiple channels (email, chat, ticketing systems).
- Monitor customer activity for potential red flags or suspicious behavior, escalating high-risk cases or anomalies in line with AML/CFT protocols.
- Support implementation, testing, and maintenance of KYC/AML policies, internal controls, SOPs, and data privacy regulations (e.g., PDPA).
- Ensure timely documentation and escalation of potential risks, including data discrepancies or fraudulent activity.
- Work closely with Compliance, Risk, Product, and Operations teams to improve onboarding and support workflows.
Who You Are
- 1–3 years of experience in customer support, operations, KYC, or compliance-related roles within fintech, payments, banking, or crypto.
- Prior experience handling customer interactions via live chat, email, or phone in a high-pressure support environment is a strong plus.
- Familiarity with KYC/AML and customer due diligence processes within fintech or crypto environments.
- Familiarity with KYC/AML tools such as SumSub, Jumio, Zendesk, or similar operational platforms is a plus.
- Exceptional attention to detail, with strong risk awareness and cross-referencing abilities.
- Able to work independently, prioritize multiple tasks, and thrive under pressure or time-sensitive situations.
- Strong written and spoken communication in both English and Mandarin.
- Able to communicate clearly and professionally while exercising good judgment in user-facing situations.
- Comfortable working within Asia time zones, including occasional Public Holiday support coverage when required.
Bonus Points If You Have
- Experience in crypto, exchanges, wallets, or digital asset platforms.
- Familiarity with Zendesk, Lark, or similar support tools.
- Exposure to transaction monitoring, P2P reviews, or fraud/risk operations.
