Windranger Labs - Customer Service Representative - KYC & Compliance (Payments & Banking Focus)
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Requirements
• 1–3 years of experience in customer support, operations, KYC, or compliance-related roles within fintech, payments, banking, or crypto. • Prior experience handling customer interactions via live chat, email, or phone in a high-pressure support environment is a strong plus. • Familiarity with KYC/AML and customer due diligence processes within fintech or crypto environments. • Familiarity with KYC/AML tools such as SumSub, Jumio, Zendesk, or similar operational platforms is a plus. • Exceptional attention to detail, with strong risk awareness and cross-referencing abilities. • Able to work independently, prioritize multiple tasks, and thrive under pressure or time-sensitive situations. • Strong written and spoken communication in both English and Mandarin. • Able to communicate clearly and professionally while exercising good judgment in user-facing situations. • Comfortable working within Asia time zones, including occasional Public Holiday support coverage when required. • Experience in crypto, exchanges, wallets, or digital asset platforms. • Familiarity with Zendesk, Lark, or similar support tools. • Exposure to transaction monitoring, P2P reviews, or fraud/risk operations. • If you think you have valuable experience to bring to the organization, but don’t necessarily meet all of the criteria for the role, we still want to hear from you. We consider all applications.
Responsibilities
• Review and verify customer onboarding applications to ensure full compliance with internal KYC/AML standards and external regulatory requirements. • Authenticate customer-submitted documents (IDs, proof of address, source of funds, etc.) with meticulous attention to detail before processing. • Maintain accurate and up-to-date records in the customer database, ensuring data quality and integrity across all touchpoints. • Respond promptly to client inquiries related to onboarding, account verification, transaction status, and compliance-related matters across multiple channels (email, chat, ticketing systems). • Monitor customer activity for potential red flags or suspicious behavior, escalating high-risk cases or anomalies in line with AML/CFT protocols. • Support implementation, testing, and maintenance of KYC/AML policies, internal controls, SOPs, and data privacy regulations (e.g., PDPA). • Ensure timely documentation and escalation of potential risks, including data discrepancies or fraudulent activity. • Work closely with Compliance, Risk, Product, and Operations teams to improve onboarding and support workflows.
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