Client Onboarding Specialist - Temporary Contract
Kraken.com
Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology.
What makes us different?
Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world.
Before you apply, please read the Kraken Culture page to learn more about our internal culture, values, and mission.
As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security, crypto education, and world-class client support through our products like Kraken Pro, Kraken NFT, and Kraken Futures.
Become a Krakenite and build the future of crypto!
Our Client Onboarding team is a critical component in ensuring that our newest clients join the mighty Kraken with minimal friction. 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.
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.
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This is a fully remote role requiring English fluency
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Spanish and/or French fluency are a bonus
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You must be willing to work evenings and weekends
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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.
The Opportunity
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You will have the pleasure of ensuring that new clients are provided with a world class service within their early life with Kraken
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Review, validate, and verify all KYC documents submitted by clients
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Flag suspicious documents and escalate to the relevant team
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Respond to client enquiries
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Update client information upon request
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Comply with Kraken’s Anti-Money Laundering policies and procedures
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Ensure that work is compliant to Kraken’s Quality and Risk guidelines
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Follow process guidelines in verifying each client
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Work with the team to meet the business objectives
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Leverage feedback for continuous improvement to the client onboarding process
Skills you should HODL
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Minimum of 2 years experience in client service or business support role in a global shared services setting
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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
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Deep understanding of client satisfaction, dissatisfaction and NPS metrics
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Deep orientation in data privacy and security
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Strong verbal and written English communication skills
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Willing to work on a 24/7 rotating shifts, including holidays and weekends
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No issues with attendance or schedule adherence
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Intellectually agile; able to grasp new concepts, ideas and changes to processes
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Strong attention to workflow processes and details
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Ability to explain resolution and step by step processes to clients or internal co-workers as necessary
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Proper business email etiquette with expertise in building and maintaining strong relationships with clients
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A high degree of personal organization and good time management
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Innovative thinking and creative problem-solving
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Highly developed interpersonal skills at all levels to achieve collaborative outcomes
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Well-developed presentation skills and confident demeanor
Nice to Haves
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Experience with CRM software such as ZenDesk or Salesforce
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Global Shared Services experience strongly preferred
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Experience working in a financial account or any organization with high attention to risk compliance
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Fluency in the following languages: French, Portuguese, Italian, German, Russian, Turkish, Chinese, Korean
Interested so far? Here’s how the hiring process will be:
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Pre-screen assessment - about crypto and client support (to be completed in 72 hours)
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Video call with our Talent Acquisition team (30 minutes)
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Interview with the Client Engagement team (60 minutes)
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Final interview with Client Engagement team managers/directors (60 minutes)
#LI-Remote #LI-JJ2 #CANUS
This job is accepting ongoing applications and there is no application deadline.
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. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto!
As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. 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.
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