Client Onboarding Specialist, Kraken

• Krakenites in the Client Onboarding team have fantastic interpersonal skills, and a knack for assisting crypto newcomers while also remaining vigilant
• We greet each and every client with a positive attitude and a helping hand, and we are always security-focused as we maintain the best reputation for security in the industry
• Spanish and/or French fluency are a bonus
• You must be willing to work evenings and weekends
• Minimum of 2 years experience in client service or business support role in a global shared services setting
• Crypto Conviction: Possess a deep passion for, or understanding of the digital asset industry. Ideally you also have a strong knowledge of cryptocurrencies and trading
• Deep understanding of client satisfaction, dissatisfaction and NPS metrics
• Deep orientation in data privacy and security
• Strong verbal and written English communication skills
• Willing to work on a 24/7 rotating shifts, including holidays and weekends
• No issues with attendance or schedule adherence
• Intellectually agile; able to grasp new concepts, ideas and changes to processes
• Strong attention to workflow processes and details
• Ability to explain resolution and step by step processes to clients or internal co-workers as necessary
• Proper business email etiquette with expertise in building and maintaining strong relationships with clients
• A high degree of personal organization and good time management
• Innovative thinking and creative problem-solving
• Highly developed interpersonal skills at all levels to achieve collaborative outcomes
• Well-developed presentation skills and confident demeanor

Desirable

• The Client Onboarding team comfortably escorts new users onto the platform, while stopping nefarious actors in their tracks
• We use our cutting-edge tools, and situational awareness to provide clients with top-notch guidance so that they can begin their crypto journey with Kraken
• Client Onboarding Specialists are oftentimes the first point of contact for new users, which is why we take pride in being a friendly and approachable team that gets our clients started on the right foot
• This is a temporary 6-month contract
• You will be part of a high-performing global team supporting our clients 24/7/365; this role is integral in connecting with clients to ensure their barriers to success are removed
• You will have the pleasure of ensuring that new clients are provided with a world class service within their early life with Kraken
• Review, validate, and verify all KYC documents submitted by clients
• Flag suspicious documents and escalate to the relevant team
• Respond to client enquiries
• Update client information upon request
• Comply with Kraken’s Anti-Money Laundering policies and procedures
• Ensure that work is compliant to Kraken’s Quality and Risk guidelines
• Follow process guidelines in verifying each client
• Work with the team to meet the business objectives
• Leverage feedback for continuous improvement to the client onboarding process

• Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
• Video call with our Talent Acquisition team (30 minutes)
• Interview with the Client Engagement team (60 minutes)
• Final interview with Client Engagement team managers/directors (60 minutes)