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Client Onboarding Coordinator

3 months ago

Canada Kraken Full time
Shaping the Future of Cryptocurrency

At Kraken, our team members are exceptional individuals driven by a shared commitment to explore and harness the capabilities of cryptocurrency and blockchain technology.

What Sets Us Apart?

Kraken operates with a mission-driven approach grounded in the core values of the crypto community. As a member of our team, you will contribute to our goal of promoting the widespread adoption of cryptocurrency, enabling financial freedom and inclusivity for all. For over ten years, our dedication to this mission and our crypto principles has attracted some of the most skilled professionals in the industry.

As a fully remote organization, we have team members in over 70 countries, communicating in more than 50 languages. Our experts are pioneers in the field, creating top-tier crypto solutions for seasoned traders, institutions, and newcomers alike. Kraken prioritizes leading security standards, crypto education, and exceptional client support through our offerings such as Kraken Pro, Kraken NFT, and Kraken Futures.

Become a part of Kraken and help shape the future of cryptocurrency

The Team

The Client Onboarding team plays a vital role in ensuring that our new clients experience a seamless entry into the Kraken ecosystem. Our specialists possess excellent interpersonal skills and a talent for guiding newcomers in the crypto space while maintaining a vigilant security focus. We welcome every client with positivity and support, ensuring we uphold our esteemed reputation for security in the industry.

The Client Onboarding team expertly guides new users onto our platform while effectively identifying and preventing fraudulent activities. Utilizing advanced tools and keen situational awareness, we provide clients with exceptional guidance to kickstart their crypto journey with Kraken. Client Onboarding Coordinators often serve as the initial point of contact for new users, which is why we take pride in being a friendly and approachable team that sets our clients on the right path.

  • This is a fully remote position requiring fluency in English.
  • Fluency in Spanish and/or French is advantageous.
  • Willingness to work evenings and weekends is required.
  • This is a temporary contract for 6 months.

You will be part of a high-performing global team providing support to our clients around the clock; this role is essential in connecting with clients to eliminate any obstacles to their success.

The Opportunity
  • Ensure that new clients receive exceptional service during their initial experience with Kraken.
  • Review, validate, and verify all KYC documentation submitted by clients.
  • Identify suspicious documents and escalate them to the appropriate team.
  • Address client inquiries effectively.
  • Update client information as requested.
  • Adhere to Kraken's Anti-Money Laundering policies and procedures.
  • Ensure compliance with Kraken's Quality and Risk guidelines.
  • Follow established processes for verifying each client.
  • Collaborate with the team to achieve business objectives.
  • Utilize feedback for continuous enhancement of the client onboarding process.
Essential Skills
  • A minimum of 2 years of experience in client service or business support within a global shared services environment.
  • A strong passion for or understanding of the digital asset industry, with knowledge of cryptocurrencies and trading.
  • A solid grasp of client satisfaction metrics and NPS.
  • A thorough understanding of data privacy and security principles.
  • Excellent verbal and written communication skills in English.
  • Availability to work on a 24/7 rotating shift schedule, including holidays and weekends.
  • Consistent attendance and adherence to schedules.
  • Intellectually agile, capable of adapting to new concepts and process changes.
  • Strong attention to detail and workflow processes.
  • Ability to explain resolutions and procedures clearly to clients and colleagues.
  • Proficient in business email etiquette and relationship management.
  • Highly organized with effective time management skills.
  • Innovative thinking and problem-solving abilities.
  • Well-developed interpersonal skills to foster collaborative outcomes.
  • Strong presentation skills and a confident demeanor.
Preferred Qualifications
  • Experience with CRM systems such as ZenDesk or Salesforce.
  • Experience in Global Shared Services is highly preferred.
  • Background in financial services or organizations with a strong focus on risk compliance.
  • Fluency in additional languages such as French, Portuguese, Italian, German, Russian, Turkish, Chinese, or Korean is a plus.
Hiring Process Overview
  • Pre-screen assessment focused on crypto knowledge and client support (to be completed within 72 hours).
  • Video interview with our Talent Acquisition team (30 minutes).
  • Interview with the Client Engagement team (60 minutes).
  • Final interview with managers/directors of the Client Engagement team (60 minutes).

#LI-Remote #LI-JJ2 #CANUS

We welcome ongoing applications and do not have a set application deadline.

Applicants may redact or remove personal information related to age, date of birth, or educational history from their resumes.

We consider qualified applicants with criminal histories for employment, evaluating candidates in accordance with the San Francisco Fair Chance Ordinance.

Kraken values diversity and celebrates the unique talents, backgrounds, and perspectives of all team members. We hire based on merit, seeking candidates with the right skills and knowledge for the role. We encourage applications from individuals who may not meet all listed qualifications but are passionate about or knowledgeable in cryptocurrency.

As an equal opportunity employer, we do not tolerate discrimination or harassment of any kind based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status, or any other protected characteristic as defined by applicable laws.

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