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

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.