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

About the Role

Windranger Labs is a fast-growing crypto neobank launching out of Asia, dedicated to redefining the future of finance on-chain. Our Customer Service function is critical, acting as the first line of defense in protecting user assets and upholding regulatory integrity. This position sits at the intersection of Customer Support, Operations, and Compliance, requiring you to support users while safeguarding the platform through robust KYC and risk awareness.

This is a permanent, remote, mid-level position open to candidates in the APAC region.

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 the implementation, testing, and maintenance of KYC/AML policies, internal controls, Standard Operating Procedures (SOPs), and data privacy regulations (e.g., PDPA).
• Ensure timely documentation and escalation of potential risks, including data discrepancies or fraudulent activity.
• Collaborate closely with Compliance, Risk, Product, and Operations teams to enhance onboarding and support workflows.

Requirements

• 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 advantage.
• 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.
• Ability to work independently, prioritize multiple tasks, and thrive under pressure or in time-sensitive situations.
• Strong written and spoken communication skills in both English and Mandarin.
• Ability 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

• 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.

We encourage you to apply even if you don't meet every single criterion. We value diverse experiences and are keen to hear from candidates who believe they have valuable experience to bring to the organization.