Customer Service, Operations & Compliance Specialist

About UR

UR is building the account layer for the open economy, providing regulated infrastructure that enables wallets, developers, and financial platforms to offer users real financial accounts via a single API. We bridge the gap between traditional finance and digital assets, offering modular building blocks for integration, including personal IBANs, on-chain currencies, payment rails, Mastercard, and built-in compliance. With over 240,000 accounts live, $1.2B+ in deposits, and partners across four continents, our 50-person team operates under rigorous regulatory frameworks, 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, dedicated to redefining the future of finance on-chain. Our Customer Service (CS) function is more than standard support; it's the first line of defense for protecting user assets and upholding regulatory integrity. This role integrates Customer Support, Operations, and Compliance, supporting users while safeguarding the platform through robust 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.
• Respond promptly to client inquiries regarding onboarding, account verification, transaction status, and compliance matters across email, chat, and 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 the 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.
• Collaborate with Compliance, Risk, Product, and Operations teams to enhance onboarding and support workflows.

Who You Are

• 1–3 years of experience in customer support, operations, KYC, or compliance roles within fintech, payments, banking, or crypto.
• Prior experience handling customer interactions via live chat, email, or phone in a high-pressure environment is a strong plus.
• Familiarity with KYC/AML and customer due diligence processes in 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, strong risk awareness, and cross-referencing abilities.
• Ability to work independently, prioritize multiple tasks, and thrive under pressure or in time-sensitive situations.
• Strong written and spoken communication skills in both English and Mandarin.
• Ability 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.

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.

We encourage you to apply even if you don't meet all the criteria.