Customer Service Representative – KYC & Compliance

Summary

Join UR Bank, a rapidly growing crypto neobank based in Asia, and become a crucial member of our Customer Service team. We are looking for detail-oriented and responsible individuals to protect user assets and maintain regulatory compliance. This role involves reviewing customer onboarding applications, authenticating documents, and ensuring data integrity. You will respond to client inquiries, monitor for suspicious activity, and collaborate with internal stakeholders. The ideal candidate has 4-5 years of experience in KYC/AML compliance within fintech or a related field and strong communication skills in English and Mandarin. This is a high-stakes role requiring exceptional attention to detail and the ability to thrive under pressure.

Requirements

• 4–5 years of experience in KYC, client onboarding, or compliance operations within fintech, payments, digital banking, or virtual assets sector
• Strong understanding of regulatory requirements across digital payments, crypto, and financial services — especially around client due diligence and anti-money laundering
• Familiar with KYC/AML compliance tools such as Jumio, SumSub, World-Check, Elliptic, or similar platforms
• Exceptional attention to detail, with strong risk awareness and cross-referencing abilities
• Able to work independently, prioritize multiple tasks, and thrive under pressure or time-sensitive situations
• Strong written and spoken communication in both English and Mandarin
• Comfortable working 9am to 6pm (5-day work week) including weekends and Public Holidays

Responsibilities

• Review and verify customer onboarding applications to ensure full compliance with internal KYC/AML standards and external regulatory requirements
• Authenticate customer-submitted documents (IDs, proof of address, source of funds, etc.) with meticulous attention to detail before processing
• Maintain accurate and up-to-date records in the customer database, ensuring data quality and integrity across all touchpoints
• Respond promptly to client inquiries related to account verification, status updates, and compliance-related issues across multiple channels (email, chat, ticketing systems)
• Monitor customer activity for potential red flags or suspicious behavior, escalating high-risk cases or anomalies in line with AML/CFT protocols
• Support implementation, testing, and maintenance of KYC/AML policies, internal controls, SOPs, and data privacy regulations (e.g., PDPA)
• Collaborate with internal stakeholders (Compliance, Risk, Ops) to optimize onboarding workflows and reduce operational friction
• Ensure timely documentation and escalation of potential risks, including data discrepancies or fraudulent activity

Preferred Qualifications

• Prior experience handling customer interactions via live chat, email, or phone in a high-pressure support environment is a strong plus
• 1–3 years of CS experience, preferably in financial institutions, crypto exchanges, or digital wallets
• Prior exposure to trading environments (FX, crypto, equities) and familiarity with basic financial instruments
• Background in finance, economics, or legal studies
• Experience reviewing P2P transactions and handling global remittance flows