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

Remote from: APAC
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 11 Jun 2026
Apply before: 11 Jul 2026
Experience level: Midweight
Views / Applies: 40 / 4

About company

About Windranger Labs

Set Ideas Free. Empowering builders to architect extraordinary cultures and new ways of working.

Computer Software
2021

Actively Hiring

AI Summary

This role is a Customer Service Representative with a strong focus on KYC and compliance within a fast-growing crypto neobank. The position involves reviewing customer onboarding applications, verifying documents, and ensuring regulatory compliance. It requires handling customer inquiries across multiple channels while monitoring for suspicious activity. The ideal candidate has 1-3 years of experience in fintech, banking, or crypto support, with attention to detail and risk awareness. The company offers a dynamic, fast-paced environment with a mission to redefine finance on-chain.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight The role requires moderate expertise in KYC/AML and customer support, but is not highly technical; however, it demands strong attention to detail and ability to handle high-pressure situations, placing it at a 3 out of 5.

Salary Analysis

AI Insight No salary was specified in the job listing. Based on US market data for similar customer service and compliance roles in fintech, the typical salary ranges from $30,000 to $70,000 annually, with a median around $50,000. The offered salary may be competitive depending on location and experience.

Key Skills

KYC AML Customer Support Compliance Fintech Crypto Document Verification Risk Management Zendesk

Cover Letter Sample

Dear Hiring Manager,

I am writing to express my strong interest in the Customer Service Representative - KYC & Compliance position at UR. With over two years of experience in fintech customer support and a solid background in KYC/AML procedures, I am confident in my ability to contribute to your team. My attention to detail and ability to handle high-pressure situations align perfectly with the demands of this role.

In my previous role at a payments company, I successfully reviewed thousands of onboarding applications, ensuring full compliance with regulatory standards while maintaining a high level of customer satisfaction. I am proficient with tools like SumSub and Zendesk, and I thrive in fast-paced environments where accuracy and efficiency are critical.

I am particularly drawn to UR's mission of bridging traditional finance and digital assets. I look forward to the opportunity to discuss how my skills in customer support and compliance can support your growth. Thank you for considering my application.

Sincerely,
[Your Name]

Possible Interview Questions

Can you describe your experience with KYC/AML procedures in a fintech or crypto environment?

I have worked for two years at a fintech company where I conducted customer due diligence, verified identity documents, and flagged suspicious transactions. I used tools like Jumio and Zendesk to streamline the process and ensure compliance with regulatory standards.

How do you handle a high volume of customer inquiries while maintaining accuracy in document verification?

I prioritize tasks by urgency and use checklists to ensure no steps are missed. I also leverage automation tools where possible and take short breaks to stay focused. In my previous role, I handled over 50 tickets per day while maintaining a 99% accuracy rate.

Tell us about a time you identified and escalated a potential fraud case.

Once, a customer submitted a passport that appeared altered. I cross-checked the document with internal databases and noticed inconsistencies in the hologram. I escalated the case to the compliance team, who confirmed it was a fraudulent document. This prevented a potential money laundering attempt.

How do you stay updated on changing AML regulations and compliance requirements?

I subscribe to industry newsletters, attend webinars, and participate in internal training sessions. I also review regulatory updates from bodies like FinCEN and the FATF to ensure my knowledge remains current.

Describe a situation where you had to work under pressure to meet a tight deadline. How did you handle it?

During a product launch, we experienced a surge in onboarding applications. I organized my workflow by prioritizing high-risk cases and created a shared tracker with my team. We communicated constantly to avoid duplication of effort and successfully processed all applications within the deadline without compromising quality.

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.

Apply now >