Customer Onboarding & Services Specialist

As HugoBank gears up for its exciting launch, we’re looking for Customer Onboarding Specialists to help us create a smooth and seamless experience for our customers. During our initial pilot phase (3-9 months), we anticipate welcoming around 5,000 new customers, with peak enrollment periods in the early months.

To ensure a fast, compliant, and hassle-free onboarding process, we’re expanding our team and looking to hire two dedicated specialists within 2024. This is an incredible opportunity to be part of a high-impact, customer-focused role at the forefront of digital banking innovation!

Core Responsibilities :

• Digital Onboarding: Conduct the first level review of customer digital onboarding process and documents, ensuring accuracy and compliance with KYC requirements, AML/CFT regulations, and other regulatory guidelines. 
• Identity Verification & Name Screening: Perform accurate identity verification checks, including name screening against sanction lists, and PEP (Politically Exposed Person) databases, flagging potential risks and escalating for further review.
• Video KYC: Conduct video KYC sessions to authenticate customer identities, ensuring compliance with regulatory and internal guidelines.
• KYC Data and Document Management: Review, validate, and process KYC data and documents submitted by customers, ensuring they meet the bank’s onboarding requirements and comply with KYC/AML/CFT regulations.
• Ensure all onboarding processes adhere to AML/CFT regulations and internal policies, flagging and escalating any discrepancies, missing documentation, or compliance issues for further investigation.
• Coordinate with customers during the onboarding process, addressing queries and ensuring complete submission of necessary documentation.
• Continuously identify opportunities to enhance the onboarding process by improving efficiency, accuracy, and customer experience through automation, workflow improvements, or regulatory updates.
• Ensure timely processing of customer onboarding activities, maintaining high productivity and meeting established SLAs to deliver a seamless onboarding experience.
• Support the UAT processes for HugoBank’s onboarding systems, providing feedback based on real-world onboarding scenarios to enhance system functionality, streamline processes, and improve the overall customer experience.
• Provide comprehensive support to customers post-onboarding, addressing account-related inquiries, resolving customers requests in a timely and professional manner.
• Account Maintenance & Updates: Manage customer account services, including account activations, closures, blocking/unblocking, and updates to customer profile data, ensuring accuracy and timely processing.
• Zakat Exemptions & Compliance: Accurately handle and process zakat exemption requests and ensure compliance with zakat regulations for deduction and reporting of Zakat.
• Deceased Accounts Management: Process and manage accounts of deceased customers, coordinating with relevant teams to ensure compliance with regulations and internal policies.
• Account Closure & Blocking: Handle account closure requests, ensuring proper documentation, validation, and timely execution while adhering to internal policies and regulatory requirements.
• Deliver high levels of customer satisfaction, demonstrating effective problem-solving skills and ensuring clear, proactive communication with customers throughout the account lifecycle.
• Generate regular reports on account service activities, providing actionable insights for process improvements and customer service enhancements.
• Assist in process optimization efforts, identifying opportunities to automate tasks, reduce inefficiencies, and improve the overall account management workflow.

• Bachelor’s degree in Business, Finance, or a related field (Master’s preferred).

• 2-5 years of experience in customer digital onboarding, KYC management, account management, customer services, or related roles in the banking sector.
• Experience with managing account closures, zakat exemptions, deceased accounts, and customer data updates.
• Strong knowledge of KYC, AML/CFT regulations, digital onboarding frameworks, and video KYC processes.
• Effective communication skills, both written and verbal, to collaborate with customers and internal teams.