Client Onboarding Specialist - Temporary Contract (APAC)

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Requirements:

• 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.

Responsibilities:

• Ensure that new clients are provided with a world class service within their early life with Kraken.
• Review, validate, and verify all KYC documents submitted by clients.
• Flag suspicious documents and escalate to the relevant team.
• Respond to client enquiries.
• Update client information upon request.
• Comply with Kraken’s Anti-Money Laundering policies and procedures.
• Ensure that work is compliant to Kraken’s Quality and Risk guidelines.
• Follow process guidelines in verifying each client.
• Work with the team to meet the business objectives.
• Leverage feedback for continuous improvement to the client onboarding process.
• Engage in regular one-on-one video sessions and coaching with your Team Lead.