Head of Customer Onboarding
Skills
About the Role
You will manage the end-to-end onboarding lifecycle for commercial and consumer clients, guiding customers through account activation and resolving complex onboarding issues. You will ensure full compliance with OFAC, AML, and KYC requirements, optimize automated onboarding workflows, collaborate with compliance and product teams on process improvements, prioritize and execute multiple initiatives, and participate in strategic projects to improve the customer experience. Expect flexible hours as required and responsibility for supervising onboarding execution and operational accuracy.
Requirements
- Minimum of 5 years industry experience
- 3+ years in a customer service, onboarding, or similar role
- At least 3+ years of people management experience
- Willingness to work flexible working hours
- Ability to lead, prioritize, and execute multiple simultaneous priorities
- Familiarity with OFAC, AML, and KYC requirements
- Ability to thrive in a highly regulated environment and comply with policies
- Excellent verbal and written communication skills
- Strong interpersonal skills and commitment to customer experience
- BS or BA preferred
Responsibilities
- Manage the end-to-end onboarding cycle for new customers
- Serve as primary point of contact for onboarding business customers
- Onboard consumer customers in collaboration with compliance and other departments
- Ensure adherence to OFAC, AML, KYC, and other regulatory requirements
- Assess customer activity and partner with product development to improve experience
- Lead, mentor, and grow onboarding staff
- Develop and execute strategies for continuous departmental improvement
- Propose and implement process and experience enhancements
- Participate in projects and strategic initiatives related to process improvement
Benefits
- Discretionary bonuses
- Stock options
- 401(k)
- Medical insurance