Senior Analyst, Onboarding Operations

About Airwallex

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe. Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future. If you're ready to do the most ambitious work of your career, join us.

About the team

The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes. We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support. By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards. Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex’s mission to empower businesses globally.

What you’ll do

An exciting opportunity has come up within our U.S. Know Your Customer (KYC) Operations Team. Our KYC Operations team is one of the most critical teams at Airwallex. You will be one of the first points of contact for our new potential customers, assisting them with their applications in order to open an Airwallex account. You’ll be responsible for performing the required KYC screenings on customers, documenting the information obtained on the clients as required by U.S. KYC regulations.

This role can be remotely based in the U.S., preferably in PST.

Responsibilities:

• Liaising with customers via email and Slack to ensure they have a smooth onboarding experience

• Collecting key information (data entry) and helping execute our global operations processes

• Supporting our KYC analysts with subject matter expertise and escalations support

• Managing and executing our Quality Assurance (QA) program

Who you are

• You are a KYC expert - you have a passion for detecting AML/CTF risk and ensuring the community is protected against bad actors and you are able to share this knowledge and experience with the team.

• You are a lifelong learner and encourage the same in others - you are able to proactively identify and work to improve gaps in your own knowledge and that of the team. You can develop and implement QA programs that effectively provide feedback to current and new team members.

• You are focused on a great customer experience – when you interact with customers you want to resolve problems as soon and as efficiently as possible to ensure a great customer experience. You also critically analyze operational processes and proactively raise feedback to help improve the CX where you see opportunities.

• You have an investigative nature - you know when to dive a little deeper to get to the bottom of a problem and solve it. You ask the right questions and make risk based decisions and are comfortable helping the team to continue developing the same skill.

• You are a great communicator – you can provide clear, concise information to stakeholders; helping to cut through the regulatory jargon and ensuring team members understand the ‘why’ of KYC. You can advocate for the importance of strong KYC processes in a rapidly growing business.

• You are a great team player – you’ll be working with people across diverse global offices and  will need to work collaboratively with them.

Minimum qualifications:

• 2+ years of experience in Operations 

• AML/KYC knowledge & experience is a must. We are looking for an expert who is well placed to support a growing team with their subject matter expertise

• Excellent focus on attention to detail with the ability to identify quality gaps and clearly provide feedback and coaching to individuals

• A knack for identifying process improvement opportunities and an ability to proactively share feedback and ideas with management to help drive change

• The willingness to learn new Compliance processes and develop skills at a fast pace

• Proficiency with Microsoft Excel/ Google spreadsheets, bonus if you are comfortable