Customer Support & KYB Analyst
Brick
IT, Customer Service
Posted on Friday, May 3, 2024
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Customer Support & KYB Analyst
Tags
Growth & Customer Ops
Application Link
About Brick
Brick (https://www.onebrick.io/) is the leading financial API provider in Southeast Asia supported by leading VCs (Better Tomorrow Ventures, Antler, 1982 Ventures, Trihill Capital, Flourish Ventures); and founders and executives from leading fintechs (Modalku, BukuWarung, Aspire, Nium, GoCardless, Cred, Pine Labs, Plaid, TrueLayer). See TechCrunch, e27, Tech in Asia ID.
The Brick team has been rethinking financial services at top fintechs. Now, we are on a mission to power the next generation of fintech companies in Southeast Asia - with modern fintech infrastructure allowing tech companies to offer personalised and inclusive financial services with a single line of code. Brick makes open finance easy for partners including the largest Indonesian conglomerates and fintechs.
About the Role
In this full-time role as a Customer Support + KYB Analyst, you will address customer inquiries across multiple channels such as email, Telegram, and WhatsApp with promptness and professionalism. Your responsibilities include maintaining accurate CRM records, managing escalations, and ensuring compliance with KYB regulatory standards. You will also handle system updates, monitor potential SLA breaches, and serve as the primary contact for issue resolution, coordinating with internal teams as needed. This role requires strong problem-solving skills and the ability to effectively manage multiple tasks.
What you will do
Respond promptly and professionally to customer inquiries, address their concerns and provide appropriate solutions.
Maintain accurate and detailed records of customer interactions, transactions, and resolutions using our CRM system, ensuring data integrity and accessibility.
Identify complex issues raised by customers and escalate them to the appropriate internal teams for resolution, ensuring timely and satisfactory outcomes.
Manage and execute the broadcasting of announcements to clients, ensuring timely communication and updating system statuses accordingly to keep customers informed.
Monitor for potential Service Level Agreement (SLA) breaches and take proactive measures to prevent or address service lapses, escalating issues to concerned teams as needed.
Act as the primary point of contact for escalated customer cases, collecting necessary information, troubleshooting issues, and coordinating with relevant teams for resolution.
Ensure compliance with KYB standards and regulations as part of the customer verification process, maintaining the integrity of our compliance framework.
What you need:
Fresh graduate in any major, with a strong interest in fintech, customer support operations, and compliance
Self-starter with a keen ability to learn quickly and adapt to new challenges in a rapidly evolving industry
Multi-tasking person
Meticulous attention to detail and a commitment to operational excellence
Proficient in working with data and numbers, with strong analytical skills
Fluent in English, both written and verbal communication
Comfortable working with G-Office or MS Office suites (Excel/Sheets, Word, PowerPoint)
Familiarity with KYB/KYC processes, API-driven businesses, and CRM systems like Jira Service Management is a plus
What’s on offer
Competitive Salary package
Private Healthcare
Employee Stock Options
Yearly Bonus
Additional COVID-19 Benefits
Company Laptop
Remote friendly environment with flexible working hours
