Client Engagement Specialist - CXF
Brazil, Argentina, Chile, Costa Rica, Cyprus, Czechia, El Salvador, Estonia, Malta, Mexico, Panama, Paraguay, Poland, Romania, UruguayContractMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum of 2 years of experience
- Required Skills
- SalesforceProblem SolvingRisk ManagementCRMZendesk
Requirements
- Minimum of 2 years of experience in a customer service or business support role within a global shared services environment.
- Strong knowledge and passion for cryptocurrency, and the digital asset industry.
- Proven understanding of client satisfaction (CSAT) drivers, dissatisfaction factors, and Net Promoter Score (NPS) metrics.
- Intellectually agile, with the ability to quickly grasp new concepts, systems, and process changes.
- Skilled in explaining complex procedures or resolutions clearly and effectively to both clients and internal stakeholders.
- Exceptional attention to detail and commitment to maintaining workflow accuracy and process adherence.
- Professional business communication skills, including proper email etiquette and relationship management with clients.
- Highly organized with excellent time management and the ability to manage multiple priorities in a fast-paced environment.
- Demonstrated innovative thinking and creative problem-solving capabilities.
- Strong interpersonal and collaboration skills, with the ability to engage effectively at all levels across teams and functions.
- Deep commitment to data privacy, information security, and adherence to compliance standards.
- Well-developed presentation skills and a confident, professional demeanor.
- Excellent verbal and written English communication skills.
- Willingness to work on a 24/7 rotating schedule, including weekends and holidays, with rest days on weekdays.
- Consistent attendance and schedule adherence, maintaining reliability and accountability in performance.
Responsibilities
- Manage client onboarding and verification activities, including the review and validation of KYC documentation through dedicated tools such as Admin and Zendesk, as well as handling Funding and general client inquiries via email and live chat.
- Review, verify, and validate client-submitted documents to ensure accuracy, validity, and compliance with regulatory and internal standards.
- Support remediation initiatives by guiding existing clients through document resubmission and re-verification processes.
- Identify and escalate potential risks or suspicious documentation to the appropriate compliance, fraud and risk management teams
- Address client inquiries related to application status, account upgrades, verification requirements, ensuring clear and timely communication.
- Assist clients with fiat funding and withdrawal processes, ensuring transactions are completed smoothly and in compliance with internal controls.
- Manage general account inquiries, providing accurate information and proactive assistance to enhance client satisfaction.
- Communicate relevant marketing initiatives and promotional offers applicable to the client’s region in alignment with Kraken’s guidelines.
- Update and maintain accurate client information in line with data integrity and confidentiality standards.
- Adhere to Kraken’s Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies and procedures.
- Ensure all work complies with Kraken’s Quality Assurance and Risk Management frameworks.
- Deliver a 6-star client experience in every interaction, ensuring professionalism, empathy, and efficiency.
- Follow established verification and operational procedures to maintain process consistency and compliance.
- Collaborate cross-functionally to achieve departmental and organizational business objectives.
- Leverage client and operational feedback to drive continuous improvement across onboarding, verification, and support workflows.
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