Customer Onboarding Specialist

Shakepay logoShakepay

Mar 04

Join our small, fiery team on a mission to usher in the Bitcoin golden age.

About Shakepay

Shakepay is reimagining financial services to give every Canadian their fair shake, by making it bitcoin-friendly, secure, and rewarding. When Shakepay launched in 2015, it quickly became one of Canada’s fastest-growing financial institutions. Backed by top venture funds having raised $44M+ and trusted by over one million Canadians and counting. People who choose careers at Shakepay are helping shape a future of financial freedom, opportunity, and prosperity for all Canadians.

Customer Onboarding Specialist

The customer onboarding specialist is responsible for onboarding new customers and capable of reviewing a high volume of KYC/ KYB submissions.

You have mastered all of the foundational processes including preliminary investigations and are able to perform them with no supervision. You are responsible for: verifying documents, making sure that all requirements are met, and conducting preliminary and more complex investigations such as whitelisting under supervision when needed. Therefore, you work closely with the fraud and customer support teams to escalate and help resolve customer issues. You have also taken on additional responsibilities to expand your role such as call shadowing with new team members, documenting processes in Notion, etc.

You are passionate about KYC and the customer experience. You always come up with new ideas to help improve and streamline processes.

You will

  • Engage with business customers to gather and verify onboarding documents, ensuring compliance with AML regulations and our internal policies.
  • Conduct comprehensive online investigations of business customers, including money service businesses, crypto companies, and financial service providers, to understand their business models and regulatory landscapes fully.
  • Analyze business plans, flow of funds, and AML compliance policies of potential clients to assess risks and compliance.
  • Communicate onboarding requirements and compliance policies to business customers clearly and professionally, ensuring they understand and meet all necessary criteria.
  • Work closely with the compliance and customer support teams to streamline the onboarding process for business customers, identifying and implementing improvements to enhance efficiency and customer satisfaction.
  • Utilize technology to organize, track, and analyze onboarding data, setting and monitoring KPIs to generate insights and drive improvements in the onboarding experience.

Must have

  • Proven experience in onboarding business customers in the financial services sector, with a strong emphasis on crypto companies, money service businesses, and financial service providers.
  • Extensive knowledge of AML compliance, with hands-on experience in analyzing and implementing AML policies and procedures.
  • Demonstrated ability to conduct thorough online investigations of businesses, assess compliance with regulatory requirements, and effectively communicate complex requirements to a business audience.
  • Proficiency in technology with the ability to leverage software and systems to improve the onboarding process, track performance, and generate data-driven insights.
  • Strong analytical and problem-solving skills, with the ability to manage a high volume of onboarding cases without compromising on quality or compliance.
  • Minimum 3 years of relevant experience in compliance, customer onboarding, or a similar role within the crypto or fintech industry.
  • Crypto experience is required, demonstrating a deep understanding of the crypto industry's unique challenges and opportunities in the context of customer onboarding and compliance.

Nice to have

  • Bilingual 
  • Certified Anti-Money Laundering Specialist (CAMS) certification
  • Availability to work on weekends in Eastern Standard Time Zone when required 

Why join? 

  • Be part of a groundbreaking journey: you'll live on the frontier of financial innovation. Bitcoin is rewriting the rules, and Shakepay is at the forefront.
  • Impact and scale: with only 2% of Canadians on Shakepay, the potential for growth is massive. You can help us bring Shakepay and bitcoin to all Canadians.
  • Rewarding benefits: we offer competitive compensation (every shaker owns stock options), benefits (health, dental, paramedical, disability, etc), and generous vacation time.
  • Embrace continuous learning: ambitious individuals with an insatiable thirst for knowledge will feel at home. Working at Shakepay means you'll be working in an environment that encourages constant growth and development.
  • Get paid in bitcoin: choose to take a percentage of your salary in the hardest, soundest money the world has ever known.
  • Work remote: work from anywhere in Canada. If you're in Montreal or Toronto, you can also work from our offices.

We understand that potential can be just as valuable as experience. If you're eager to learn, grow, and contribute to the mission but worry that you may not have the “right” experience, we still want you to apply. We encourage applications from everyone, regardless of background and life experience. We’re firm believers that a little bit of slope makes up for a lot of y-intercept.

Fluency in English is required due to the percentage of English-speaking customers and the nature of our platform, which is available to all Canadians.

Listed in: Crypto Jobs, Remote Crypto Jobs, Web3 Crypto Jobs, Legal Web3 Jobs, Aml Crypto Jobs, Compliance Crypto Jobs, KYC Web3 Jobs, Data Web3 Jobs, Customer Support Web3 Jobs, Bitcoin Web3 Jobs, Full Time Web3 Jobs.

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