Client Onboarding Specialist - Temporary Contract (LATAM)

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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 weekdays.
• No attendance or schedule adherence issues.

Responsibilities:

• Build on 12+ years of our mission, and join forces with many of the most talented crypto experts in the world.
• 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 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.
• Leverage your crypto knowledge to tackle intricate challenges within a dynamic environment.