The Opportunity ????Work on client's KYC documents, using KYC applications and email tickets ????Review and verify the KYC documents submitted by the clients, to ensure documents are authentic and valid ????Validate the Proof of Residence submitted by the Clients ????Flag suspicious documents and escalate to the relevant team ????Respond to the Client's enquiries regarding their applications or to upgrade to a higher tier ????Update Client's information upon request ????Comply to Kraken's Anti-Money Laundering policies and procedures ????Ensure that work is compliant to Kraken's Quality and Risk guidelines ????Provide 6 star experience to the Clients in every interaction ????Ensure that process guidelines are followed in verifying the client ????Work with the team to meet the business objectives ????Leverage feedback for continuous improvement to the client onboarding process Skills you should HODL ????Minimum of 2 years experience in client service or business support role in a global shared services setting ????Strong cryptocurrency knowledge and passion ????Deep understanding of client satisfaction, dissatisfaction and NPS metrics ????Intellectually agile; able to grasp new concepts, ideas and changes to processes ????Ability to explain resolution and step by step processes to clients or internal co-workers when necessary ????Strong attention to workflow processes and details ????Proper business email etiquette with expertise in building and maintaining strong relationships with clients ????A high degree of personal organization and good time management ????Innovative thinking and creative problem-solving ????Highly developed interpersonal skills at all levels to achieve collaborative outcomes ????Deep orientation in data privacy and security ????Well-developed presentation skills and confident demeanor ????Strong verbal and written English communication skills ????Willing to work on a 24/7 rotating shifts, including holidays and weekends, and have Rest Days on week days ????No attendance or schedule adherence issues #J-18808-Ljbffr
