Client Engagement Verification Specialist – APAC

Kraken | Take your crypto to the next level with Kraken

About

As one of the largest and oldest Bitcoin exchanges in the world, Kraken is consistently named one of the best places to buy and sell crypto online, thanks to our excellent service, low fees, versatile funding options and rigorous security standards -- but this is only part of the story. We’ve been on the forefront of the blockchain revolution since 2011.

Overview

San Francisco, CA, USA

krakenfx

Job Description

About Kraken
As one of the largest and most trusted digital asset platforms globally, we are empowering people to experience the life-changing potential of crypto. Trusted by over 8 million consumer and pro traders, institutions, and authorities worldwide – our unique combination of products, services, and global expertise is helping tip the scales towards mass crypto adoption. But we’re only just getting started. We want to be pioneers in crypto and add value to the everyday lives of billions. Now is not the time to sit on the sidelines. Join us to bring crypto to the world.
Role Purpose: 
The purpose of this role is to ensure that new customers are provided world class service and 6-star experience within the client’s early life with Kraken.  The role will be part of a high-performance team supporting our clients round the clock, and with the best reputation for security in the industry.
The role is integral in connecting with clients, to ensure that barriers to clients’ success are removed.

Outcome Accountabilities:

    • Overall Customer Experience
    • Operational Efficiency
    • Issue Resolution
    • Quality and Risk Compliance
    • Turn Around Times / SLAs
    • Customer Satisfaction Score

Job Description:

    • Review and verify documents submitted by customers to ensure documents are authentic and valid
    • Validate Proof of Residence submitted by clients
    • Flag suspicious documents and escalate to L2 agents or Fraud Team, whichever is applicable
    • Respond to client enquiries regarding their application for higher tiers
    • Update client 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 clients in every interaction

Technical Capabilities / Skills:

    • Demonstrable expertise in the building and maintenance of strong relationships with clients or customers
    • Customer Satisfaction and NPS centric
    • Well-developed presentation skills and confident demeanor
    • An ability to articulate ideas clearly, logically, and succinctly in written form
    • Global Shared Services experience strongly preferred
    • Strong cryptocurrency knowledge
    • Intellectually agile; able to grasp new concepts, ideas and changes to processes
    • Ability to explain resolution and step by step processes to clients or internal co-workers when necessary
    • Strong attention to workflow processes and details
    • Strong business email etiquette
    • 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
    • Strong 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 attendance or schedule adherence issues

Qualifications and Learning:

    • Bachelor’s Degree in any field or equivalent experience
    • Minimum of 2 years experience in customer service or business support role in a global shared services setting
    • Experience working in a financial account or any organization with high attention to risk compliance is desired
    • Passion for cryptocurrency is strongly preferred
    • Experience with CRM software such as ZenDesk or SalesForce is strongly desired
Suggested Development Roles / Potential Career Pathway:
There are a number of bands or roles within the Client Engagement group.
A specialist could advance to several different roles or teams within Kraken, some of our specialists have transferred into advanced roles within people management, operations, work force management, QA, and more!
We’re powered by people from around the world with their own unique and diverse experiences. We value all Krakenites and their talents, contributions, and perspectives, regardless of their background.
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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