About the company
Kraken, the trusted and secure digital asset exchange, is on a mission to accelerate the adoption of cryptocurrency so that you and the rest of the world can achieve financial freedom and inclusion. Our 2,350+ Krakenites are a world-class team ranging from the crypto-curious to industry experts, united by our desire to discover and unlock the potential of crypto and blockchain technology. As a fully remote company, we already have Krakenites in 70+ countries (speaking 50+ languages). We're one of the most diverse organizations on the planet and this remains key to our values. We continue to lead the industry with new product advancements like Kraken NFT, on- and off-chain staking and instant bitcoin transfers via the Lightning Network.
Job Summary
The Opportunity
📍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 the 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
Skills you should HODL
đź“ŤMinimum of 2 years experience in customer service or business support role in a global shared services setting đź“ŤStrong cryptocurrency knowledge and passion đź“ŤDeep understanding of client satisfaction, dissatisfaction and NPS metrics đź“ŤIntellectually agile; able to grasp new concepts, ideas and changes to processes đź“ŤAbility to explain resolution and step by step processes to clients or internal co-workers when necessary đź“ŤStrong attention to workflow processes and details đź“ŤProper business email etiquette with expertise in building and maintaining strong relationships with clients đź“ŤA high degree of personal organization and good time management đź“ŤInnovative thinking and creative problem-solving đź“ŤHighly developed interpersonal skills at all levels to achieve collaborative outcomes đź“ŤDeep orientation in data privacy and security đź“ŤWell-developed presentation skills and confident demeanor đź“ŤStrong verbal and written English communication skills đź“ŤWilling to work on a 24/7 rotating shifts, including holidays and weekends, and have đź“ŤRest Days on week days đź“ŤNo attendance or schedule adherence issues
Nice to Haves
đź“ŤExperience with CRM software such as ZenDesk or Salesforce đź“ŤGlobal Shared Services experience strongly preferred đź“ŤExperience working in a financial account or any organization with high attention to risk compliance đź“ŤFluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
