Client Engagement Specialist, Onboarding

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Oversee the onboarding and verification process for clients, specifically focusing on KYC document assessment and approval.

• Manage funding requests and respond to general inquiries through email and live chat.

• Assist current clients with the resubmission of documents and re-verification during remediation efforts.

• Detect and report potential risks or suspicious documentation to the relevant teams.

• Respond to inquiries regarding application statuses, account upgrades, and verification criteria.

• Support clients with fiat funding and withdrawals, ensuring transactions are smooth and compliant.

• Relay pertinent marketing initiatives and regional promotions in line with Kraken's guidelines.

• Keep client information up to date and accurate.

• Comply with AML/CTF regulations and QA/Risk Management frameworks.

• Work collaboratively across departments to enhance onboarding and support processes utilizing client and operational feedback.

• Provide an exceptional onboarding experience for new clients at Kraken.

⛳️ Requirements

• Minimum of 2 years' experience in a customer service or business support capacity.

• Flexibility to work shifts on a 24/7 rotating schedule, including evenings and weekends.

• Strong enthusiasm and knowledge of cryptocurrency and the digital asset sector.

• Familiarity with CSAT drivers, factors contributing to dissatisfaction, and NPS metrics.

• Quick learner with the ability to understand new concepts, systems, and procedural changes.

• Proficient in explaining complex processes clearly to both clients and internal stakeholders.

• Exceptional attention to detail, accuracy in workflows, and adherence to processes.

• Strong organizational and time management skills to handle multiple priorities in a dynamic environment.

• Excellent interpersonal abilities.

• Strong commitment to data privacy and compliance standards.

• Fluency in English is required.

• Experience with AML or KYC processes, including document verification, risk assessment, or compliance monitoring (preferred).

• Familiarity with CRM tools such as Zendesk or Salesforce (preferred).

• Experience in Global Shared Services is highly desirable.

• Fluency in additional languages such as French, Portuguese, Italian, German, Russian, Turkish, Chinese, or Korean (preferred).

🏝️ Benefits

• Fully remote work setup.

• 6-star client experience culture.

• Continuous team support around the clock.

• Opportunity to engage in the cryptocurrency and digital asset field.

• Work within a global and diverse team.

• Consistent application of job-related skills or work-style assessments for all candidates.

• Use Kraken products personally after joining the team.