Kraken - Client Engagement Ops Analyst - Regulatory Risk Management

• Our team manages regulatory inquiries, bankruptcy proceedings, collections, legal account data requests, data subject access requests (DSARs), legal correspondence, deceased account handling, and compliance-driven case types. • The work we do directly protects the business and our clients, requiring precision, sound judgment, and a strong understanding of regulatory obligations.As an RRM Specialist, you will manage a portfolio of regulatory and risk-sensitive client cases from intake through resolution. • You will work closely with Legal, Compliance, and senior leadership to ensure all cases are handled accurately, within required timeframes, and in line with applicable regulations. • This is a high-impact, detail-oriented role that requires strong written communication skills and the ability to exercise independent judgment in complex situations.The opportunityManage and resolve regulatory, legal, and compliance-related client cases received via web channel, ensuring timely and accurate responses in accordance with applicable laws and internal policiesHandle bankruptcy and collections cases, including processing proofs of claim, communicating with trustees and counsel, and updating account records in line with court orders and legal requirementsProcess Data Subject Access Requests (DSARs) and other privacy-related inquiries in compliance with applicable data protection regulations (e.g., GDPR, CCPA), maintaining strict confidentiality throughoutProvide clients with legal account data per their request for account review, ensuring all disclosures are accurate, complete, and handled in accordance with legal and regulatory standardsManage deceased account cases with sensitivity and care, working with next of kin, executors, and legal representatives to resolve accounts appropriatelyRespond to regulatory and legal correspondence, including escalations from government bodies, law firms, and compliance agencies, ensuring all communications are professional, accurate, and escalated where necessaryCollaborate with the Legal and Compliance teams to interpret regulatory requirements and apply them to individual case handling decisionsMaintain accurate and detailed case documentation in Zendesk, Jira, and internal admin systems, ensuring full audit trails and compliance recordsIdentify patterns, risks, or recurring issues within case types and proactively flag to the RRM Team Lead for process improvement considerationSupport automation and tooling initiatives while exercising strong human oversight on risk-sensitive determinationsMeet individual and team SLAs, quality benchmarks, and compliance standards consistentlySkills you should HODLExperience in a regulatory, legal operations, compliance, or risk management role within a financial services, fintech, or similarly regulated environmentStrong understanding of regulatory and legal processes, including familiarity with bankruptcy, collections, or data privacy frameworksExcellent written communication skills with the ability to draft professional, accurate correspondence for legal and regulatory audiencesDemonstrated ability to manage a high volume of complex cases with competing deadlines while maintaining quality and accuracyStrong attention to detail and sound judgment in ambiguous or sensitive situationsExperience using Zendesk, Jira, or similar case management and ticketing platformsAbility to work independently and exercise professional discretion with confidential informationNice to havesExperience handling DSARs, GDPR/CCPA compliance, or privacy-related case managementFamiliarity with bankruptcy proceedings (Chapter 7/13) or collections regulatory frameworks (FDCPA, FCRA)Prior experience working with Legal or Compliance teams in an operational capacityExposure to AI-assisted workflow tools and willingness to contribute to process automation initiativesUnless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis.Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution.We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. • Whether that s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.