Customer Service Representative – KYC & Compliance

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.