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Blockchain // bitcoin & blockchain technology
 
London, San Francisco, Miami, Remote    Posted: Wednesday, September 22, 2021
 
   
 
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JOB DETAILS
 

Blockchain is the world's leading software platform for digital assets. Offering the largest production blockchain platform in the world, we share the passion to code, create, & ultimately build an open, accessible & fair financial future, one piece of software at a time.

Team Description 

At Blockchain.com, we aim to put our customers at the center of everything we do. The Customer Success team is at the forefront of delivering seamless support experiences & customer enablement to our rapidly growing global customer base.

What Youll Do:

Were looking for an experienced, self-starting, & collaborative KYC Customer Onboarding Program Manager to join our Customer Success organization. In this role, youll be a subject matter expert on customer identification, due diligence & enhanced due diligence, & customer risk rating, while supervising a team of onboarding specialists. Youll be responsible for overseeing both the strategic vision & day-to-day operations of the program to ensure were adhering to all legal & compliance policies & measures, while also delivering a delightful onboarding experience for our customers. 

Manage & grow the Customer Success department to support Blockchains product offerings & services:

  • Hire, train, develop, & scale a team of KYC/onboarding specialists
  • Manage the day-to-day operations of the KYC Onboarding Program including allocation of work, staffing coverage model, & overall productivity
  • Supervise KYC contractor workforce, including conducting team meetings, 1:1s, & performance managing as necessary
  • Design tactical & scalable KYC workflows & solutions to ensure onboarding is a seamless, timely & delightful experience for our customers
  • Craft & implement clear KPIs & SLAs to help improve the team's performance & ensure all goals are met. 
  • In collaboration with our Compliance team, act as escalation point & be able to provide subject matter expertise on KYC related matters
  • Act as a liaison between Customer Success, Compliance, Finance, Product, & Engineering teams on regulatory requirements, KYC workflow simplification, KYC-related product issues, & bug resolution.
  • Identify KYC program issues, communicate them cross-functionally & drive them to resolution
  • Manage the tools and systems used for automated customer onboarding & screening
  • Develop & deliver reporting on key risk & performance indicators & workflow metrics for senior management with a view to improving customer experience, optimizing processes, & providing transparency regarding operating & control effectiveness.

Experience & Skills Were Looking For:

  • 2+ years experience managing front line support & KYC/CDD teams or 2+ years as KYC or AML program / project manager; preferably with Fintech or digital assets experience
  • Strong understanding & subject matter expertise in KYC/AML
  • Obsessed with providing best-in-class customer experience, & a clear understanding of how KYC onboarding flows can make or break a great customer experience
  • Must be able to work in a fast-paced, diverse work environment with great follow-through
  • Quick learner who can adapt well to a fluid business & regulatory environment
  • Strong relationship building skills & experience working with team members of all level
  • Exceptional analytical skills; advanced Excel skills a plus
  • Highly motivated, self-starting, & self-sufficient; the right candidate for this role knows how to set vision & direction + execute without heavy supervision
  • Fluent English, both written & spoken
  • Passion for or experience in cryptocurrencies a plus

COMPENSATION & PERKS:

  • Competitive full-time salary
  • The opportunity to be a key player & build your career at a rapidly expanding, global technology company in an exciting, emerging industry.
  • Unlimited vacation policy; work hard & take time when you need it.
  • Crypto Bonus paid after 12 months of service, for your first 3 years at Blockchain.com
  • Great office location & remote working options at your line managers discretion.

APPLICATION:

  • CV
  • LinkedIn profile.
  • Link to personal website and/or blog (if applicable).
 
 
 
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