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

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. 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. With 240,000+ accounts live, $1.2B+ in deposits, and partners across four continents, our 50-person team spans 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.

Introduction

UR is seeking a dedicated Customer Service Representative with a strong focus on KYC & Compliance to join our fast-growing team in Singapore. This role is crucial for maintaining the integrity of our platform and ensuring regulatory adherence in the rapidly evolving digital asset space. You will operate at the intersection of customer support, operations, and compliance, safeguarding user assets and upholding our robust regulatory framework.

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.
• Maintain accurate and up-to-date records in the customer database, ensuring data quality and integrity.
• 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 improve 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 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.
• Ability to work independently, prioritize multiple tasks, and thrive under pressure or time-sensitive situations.
• Strong written and spoken communication 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.

Nice to 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.

Benefits

• Benefits information not provided by the employer.

About Company

UR is building the account layer for the open economy, providing regulated infrastructure that enables wallets, developers, and financial platforms to offer real financial accounts through a single API. We combine personal IBANs, seven on-chain currencies, SEPA and SWIFT rails, Mastercard integration, and built-in compliance into modular building blocks. This allows partners to integrate in days, rather than years, connecting traditional finance with digital assets seamlessly. With over 240,000 live accounts, more than $1.2 billion in deposits, and partners across four continents, UR is a 50-person team spanning 18+ countries, building from Zurich under one of the world's most rigorous regulatory frameworks. We are driven by the conviction that open financial rails should be as usable as they are powerful.

How to Apply

Interested candidates are encouraged to apply via the provided application link. We welcome applications from individuals who may not meet all criteria but believe they have valuable experience to contribute to our organization.