[Remote] Client Engagement Specialist, CXF - Fixed Term at Kraken

Apac, Apac, Uganda

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Cryptocurrency, Blockchain, Financial ServicesIndustries

Requirements

Minimum of 2 years of experience in a customer service or business support role within a global shared services environment
Strong knowledge and passion for cryptocurrency and the digital asset industry
English fluency
Willingness to work evenings and weekends
Fully remote role

Responsibilities

Manage client onboarding and verification activities, including the review and validation of KYC documentation through tools such as Admin and Zendesk
Handle funding and general client inquiries via email and live chat
Review, verify, and validate client-submitted documents to ensure accuracy, validity, and compliance with regulatory and internal standards
Support remediation initiatives by guiding existing clients through document resubmission and re-verification processes
Identify and escalate potential risks or suspicious documentation to the appropriate compliance, fraud, and risk management teams
Address client inquiries related to application status, account upgrades, and verification requirements, ensuring clear and timely communication
Assist clients with fiat funding and withdrawal processes, ensuring transactions are completed smoothly and in compliance with internal controls
Manage general account inquiries, providing accurate information and proactive assistance to enhance client satisfaction
Communicate relevant marketing initiatives and promotional offers applicable to the client’s region in alignment with Kraken’s guidelines
Update and maintain accurate client information in line with data integrity and confidentiality standards
Adhere to Kraken’s Anti-Money Laundering (AML) and Counter-Terrorist Financing (CTF) policies and procedures
Ensure all work complies with Kraken’s Quality Assurance and Risk Management frameworks
Deliver a 6-star client experience in every interaction, ensuring professionalism, empathy, and efficiency
Follow established verification and operational procedures to maintain process consistency and compliance
Collaborate cross-functionally to achieve departmental and organizational business objectives
Leverage client and operational feedback to drive continuous improvement across onboarding, verification, and support workflows

Skills

KYC

Client Onboarding

Document Verification

Crypto

Client Support

Kraken

Cryptocurrency exchange for buying and trading

About Kraken

Kraken is a cryptocurrency exchange platform that allows users to buy, sell, and trade various digital assets. It offers features that cater to both beginners and experienced traders, making it easy to navigate the cryptocurrency market. Users can execute trades with high liquidity, which means their transactions are completed quickly. The platform charges low transaction fees, sometimes as low as 0%, helping users keep more of their profits. Kraken also provides advanced charting tools to help investors track their investments effectively. Security is a major focus, with multiple protective measures in place to keep user assets safe. The platform supports 70 different asset pairs and is continuously expanding its offerings. Additionally, Kraken offers 24/7 global support to assist users with any questions or issues.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$108.5MTotal Funding

SERIES_CCompany Stage

Crypto & Web3, Financial ServicesIndustries

501-1,000Employees

Benefits

Competitive salary and equity plan

401k contribution plan

Vacation & Generous PTO

Paid Tranings

Risks

Increased competition from Binance and Coinbase could impact Kraken's market share.

Regulatory scrutiny in the EU may raise Kraken's compliance costs.

The volatility of cryptocurrency prices can affect Kraken's revenue from transaction fees.

Differentiation

Kraken offers both spot and futures trading for over 40 digital assets.

The platform provides advanced charting tools for professional traders and technical analysts.

Kraken's 24/7 global support ensures assistance for users at any time.

Upsides

Kraken's acquisition of Staked enhances its staking services for consumers and institutions.

Sponsorship deals with major soccer clubs boost Kraken's visibility and brand recognition.

The rise of crypto derivatives attracts advanced traders to Kraken's sophisticated tools.

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