Client Experience Executive – KYC

Doo Consulting Limited; Jakarta Selatan; On-site; IDR 133,920,000 - 267,840,000; Full time

Job summary

Doo Consulting Limited is seeking a diligent KYC/AML specialist to support onboarding for an Indonesian entity regulated by Bappebti. You will verify client documents, perform CDD/EDD checks, and ensure onboarding complies with AML policies.

The role also includes handling inquiries and maintaining accurate records for audits. You will collaborate with Compliance, Risk, Operations, Sales, and Tech to resolve complex cases, while navigating regulated fintech environments and support to obtain the

Qualifications

• Experience in KYC, CDD, EDD, or AML in financial services or fintech.

Responsibilities

• Review and verify client documents (KTP, NPWP, KK, address proofs) and perform identity checks.
• Carry out CDD and EDD for individuals and corporates.
• Support onboarding and account-related requests via Zendesk and other channels.
• Perform ongoing reviews and maintain audit-ready client records.
• Identify high-risk cases and escalate to Compliance with ownership of resolution.

Skills

KYC AML

CDD/EDD

Client support

Zendesk CRM

Tools

Zendesk

CRM systems

Job description

You'll support KYC and client onboarding for an Indonesian entity regulated by Bappebti. You'll make sure clients are verified and onboarded in line with regulations and AML policies, while also supporting the wider Client Experience team with day-to-day client enquiries.

Key responsibilities

Review and verify client documents, including KTP, selfie/face verification, NPWP, family card (KK), proof of address, and bank account details

Carry out CDD and EDD checks and screening for individual and corporate clients

Review corporate documents, including company registration, ownership structure, directors, shareholders, and authorised signatories

Assess client risk profiles and flag high-risk or suspicious cases to Compliance

Check that applicants have completed the required trading simulation (or equivalent declaration)

Run ongoing reviews and periodic updates of existing client records

Keep complete and accurate records of every case, ready for audit and regulatory inspection

For WPB holders: conduct client verification calls (video or in person), explain regulated documents such as the risk disclosure and client agreement, and sign off client acceptance

Handle client enquiries and tickets via Zendesk, live chat, email, and calls with timely, professional responses

Support account-related requests, including account applications, document updates, deposits, withdrawals, and trading-related questions

Handle complaints and complex cases, escalating when needed while keeping ownership until resolved

Work with Compliance, Risk, Operations, Sales, and Tech to resolve high-risk or complex cases

Identify recurring issues and onboarding bottlenecks, and suggest improvements

Help maintain FAQs, SOPs, and internal documentation

About you

Fluent in English and Bahasa Indonesia, both written and spoken (mandatory)

Valid WPB licence is a strong plus. Candidates without it who are willing to obtain it are welcome to apply

Experience in KYC, CDD, EDD, or AML, preferably at a futures broker or in financial services

Experience in client-facing or customer support roles is an advantage

Understanding of financial markets and Bappebti regulations is a plus

Strong attention to detail and sound judgement on risk and compliance matters

Comfortable using ticketing systems and CRMs (e.g. Zendesk); training will be provided

Able to manage multiple cases while meeting SLAs

Professional, patient, and solutions-focused with clients

Willing to work rotational shifts, including weekends and public holidays

Structured onboarding and on-the-job training

Support to obtain or maintain your WPB licence

Career progression within Client Experience

Exposure to regulated, onshore operations in a growing fintech environment