Job description
About the Role
At UR Bank, 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 is critical, and mistakes can have significant consequences. We’re looking for individuals who are razor-sharp with numbers, deeply responsible, and thrive in high-stakes environments.
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 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.
Who You Are
4–5 years of experience in KYC, client onboarding, or compliance operations within fintech, payments, digital banking, or virtual assets sector.
Prior experience handling customer interactions via live chat, email, or phone in a high-pressure support environment is a strong plus.
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.
Bonus Points If You Have
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.
