Customer Service Representative – KYC & Compliance (Payments & Banking Focus) | JobSetuu

Description

Job Overview

• Source: Jobicy

Job Description

About UR

UR is the account layer for the open economy — the regulated infrastructure that lets wallets, developers, and financial platforms give their users a real financial account through one API.

The digital asset economy has wallets. It doesn't have accounts. UR built them.

We combine a personal IBAN, seven on-chain currencies, SEPA and SWIFT rails, Mastercard, and built-in compliance into six modular building blocks — so partners can integrate in days, not years. Where traditional finance stops at the border and digital assets stop at the wallet, UR connects both: identity, money, rules, and data, all composable, all programmable.

240,000+ accounts live. $1.2B+ in deposits. Partners across four continents. A 50-person team spanning 18+ countries, building from Zurich under one of the world's most rigorous regulatory frameworks.

We're moving fast, building in public, and driven by the conviction that open financial rails should be as usable as they are powerful.

About the Role

We are a fast-growing crypto neobank launching out of Asia, with a mission to redefine the future of finance on-chain. Our Customer Service (CS) function goes far beyond standard support — we're the first line of defense in protecting user assets and upholding regulatory integrity. This role sits at the intersection of Customer Support, Operations, and Compliance — supporting users while helping safeguard the platform through strong KYC and risk awareness.

Key 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 onboarding, account verification, transaction status, and compliance-related matters 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).

• Ensure timely documentation and escalation of potential risks, including data discrepancies or fraudulent activity.

• Work closely with Compliance, Risk, Product, and Operations teams to improve onboarding and support workflows.

Who You Are

• 1–3 years of experience in customer support, operations, KYC, or compliance-related roles within fintech, payments, banking, or crypto.

• Prior experience handling customer interactions via live chat, email, or phone in a high-pressure support environment is a strong plus.

• Familiarity with KYC/AML and customer due diligence processes within fintech or crypto environments.

• Familiarity with KYC/AML tools such as SumSub, Jumio, Zendesk, or similar operational platforms is a plus.

• 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.

• Able to communicate clearly and professionally while exercising good judgment in user-facing situations.

• Comfortable working within Asia time zones, including occasional Public Holiday support coverage when required.

Bonus Points If You Have

• Experience in crypto, exchanges, wallets, or digital asset platforms.

• Familiarity with Zendesk, Lark, or similar support tools.

• Exposure to transaction monitoring, P2P reviews, or fraud/risk operations.

If you think you have valuable experience to bring to the organization, but don’t necessarily meet all of the criteria for the role, we still want to hear from you. We consider all applications.

Expert Career Tips for Customer Service Representative – KYC & Compliance (Payments & Banking Focus) Roles

To succeed in a competitive market as a Customer Service Representative – KYC & Compliance (Payments & Banking Focus), you need more than just technical skills. Here are some expert strategies to elevate your profile:

• Build a Strong Portfolio: For technical roles, a clean GitHub or a personal project site is essential. For non-technical roles, a case study portfolio demonstrating problem-solving and impact is equally valuable. Show, don't just tell, what you have achieved in your previous positions.
• Master the Narrative: When interviewing, use the STAR method (Situation, Task, Action, Result) to structure your answers. Quantify your results wherever possible—mentioning "increased efficiency by 20%" is much more impactful than saying "improved efficiency."
• Continuous Learning: The industry moves fast. Whether it's staying updated with the latest AI tools or mastering a new management methodology, continuous professional development is key. Consider obtaining industry-recognized certifications that align with Customer Service Representative – KYC & Compliance (Payments & Banking Focus) requirements.
• Networking: Connect with other professionals in similar roles. Join online communities, attend webinars, and engage in meaningful discussions on professional social networks. Often, the best opportunities come through referrals and community engagement.
• Soft Skills Matter: Communication, empathy, and leadership are often the deciding factors between two equally qualified technical candidates. Cultivate these skills as they are universally valued across all industries and seniority levels.

Additionally, research the specific company's culture and values. Tailoring your application to show how you align with their mission can significantly increase your chances of moving forward in the process.

Salary & Compensation

Salary not disclosed; typically competitive for the role.

Work Arrangement

Type: On-Site

Standard business hours at the office.

Comprehensive Application Strategy & Hiring Process

Applying for a new role is a marathon, not a sprint. Follow this strategic approach to maximize your success rate:

1. Initial Research & Tailoring

Don't send the same resume to every employer. Spend at least 30 minutes researching the company. Look for recent news, their product roadmap, and their team structure. Modify your summary and core competencies to reflect the specific keywords found in the job description.

2. The Perfect Cover Letter

If the application allows for a cover letter, use it to tell a story that your resume cannot. Explain why you are passionate about this specific company and how your unique background makes you the perfect fit for the challenges they are currently facing.

3. Navigating the Multi-Stage Interview

Most modern hiring processes involve 3-5 stages. This typically includes a recruiter screen, a technical or skill-based assessment, a peer interview, and a final leadership round. Prepare for each stage differently: focus on enthusiasm and fit for the recruiter, technical depth for the assessment, and strategic vision for the leadership round.

4. Post-Interview Follow-Up

Always send a personalized thank-you note within 24 hours of each interview. Reference a specific topic discussed during the call to demonstrate your active listening and genuine interest in the role.

By following these steps, you demonstrate a high level of professionalism and attention to detail that sets you apart from the average applicant.

Typical Interview Process

1. Resume screening
2. HR call
3. Skill interview
4. Final manager interview
5. Offer

Tip: Research the company's products and culture.

Global Market Intelligence & Relocation Insights

At JobSetuu, we specialize in helping talent navigate the global job market. Here is what you need to know about the current landscape in Global and beyond:

The demand for skilled professionals is increasingly borderless. For roles based in Global, understanding the local cost of living, visa requirements (if applicable), and cultural nuances is vital. If this is a remote role, consider the time zone alignment and the asynchronous communication culture of the hiring organization.

Relocation Support: Many forward-thinking companies offer relocation packages that include moving stipends, temporary housing, and legal assistance with work permits. When evaluating an offer, look beyond the base salary—consider the total compensation package, including equity, bonuses, and healthcare benefits.

Work-Life Balance Trends: Hybrid and remote work have become standard in many regions. Research the local labor laws and common practices regarding work hours and vacation time to ensure the role aligns with your lifestyle goals.

Leveraging JobSetuu's tools can help you compare salaries across different cities and understand the "purchasing power" of your potential offer, ensuring you make an informed decision for your long-term career path.

Skills & Competency Roadmap for Professional Development

To remain competitive in Professional Development, we recommend focusing on the following core competencies over the next 12-18 months:

• Technical Mastery: Deepen your expertise in the core tools and languages relevant to your field. For developers, this might be cloud architecture; for marketers, it might be data-driven attribution modeling.
• AI Augmentation: Learn how to leverage generative AI and automation tools to increase your productivity. Understanding how to integrate these technologies into your workflow is becoming a non-negotiable skill.
• Leadership & Strategy: Even in individual contributor roles, the ability to think strategically and lead projects from inception to completion is highly valued. Focus on stakeholder management and high-level project planning.
• Data Literacy: The ability to interpret data and use it to drive decisions is essential across all business functions. Familiarize yourself with data visualization and basic analytical concepts.

By investing in these areas, you not only prepare yourself for the role you are applying for today but also build a resilient foundation for the opportunities of tomorrow.

Apply via JobSetuu

Discover your next career milestone on JobSetuu. This Customer Service Representative – KYC & Compliance (Payments & Banking Focus) position is part of our commitment to bringing you the most relevant and high-impact job openings globally. At JobSetuu, we simplify your job search by aggregating premier listings and providing the tools you need to stand out. Don't miss the chance to elevate your professional journey—explore more opportunities and career insights on our platform today.