KYC Administrator

Oolio Pty Limited; Metro Manila; On-site; PHP 300,000 - 480,000; Full time

Job summary

Oolio Group in the Philippines is seeking an Administrator with KYC experience to join our team. The role involves reviewing applications, onboarding customers, and providing timely responses to inquiries, while maintaining accurate CRM records.

You will handle a mix of inbound/outbound calls and written communications, ensure onboarding SLAs, and support colleagues as a first point of contact for KYC-related issues in a fast-paced environment onsite.

Qualifications

• Familiarity with Know Your Customer (KYC) processes, onboarding and documentation review.
• Strong written and verbal communication to handle calls and client correspondence.
• Proficiency in CRM systems and maintaining accurate records.
• Customer service experience with the ability to deliver a high-quality client experience.

Responsibilities

• Handled KYC onboarding processes, including reviewing applications and facilitating customer onboarding.
• Provided support for KYC-related inquiries and resolved associated support tickets.
• Support the team by acting as the first point of contact for any queries on the KYC Onboarding process.
• Carry out administrative duties to ensure team operations (records, email, CRM updates).
• Provide excellent customer experience while addressing objections with information.
• Ensure onboarding is timely and efficient, aligning with SLAs and performance metrics.
• Mix of inbound/outbound calls and written communications to clients; review documentation for KYC files.
• Investigate and liaise with customers on chargeback cases and KYC-related tickets.

Skills

KYC knowledge

CRM proficiency

Customer service

Communication skills

Time management

Tools

CRM software

Job description

Oolio Group is an Australian owned SaaS (Software as a Service) company supplying leading-edge payments and point of sale (POS) products to customers in Australia and New Zealand. We have a presence in all major Australian cities as well as offices in the UK, USA, and New Zealand. The business is entrepreneurial, growth focused and successful.

We are currently looking for an Administrator with “Know Your Customer (KYC)” experience to join our existing team of three. A highly organized person who can multitask with ease. Our ideal candidate will have 2 years' experience in a call center, or as an administrator. You should also be familiar with office software (e.g. MS Office), including word processors, spreadsheets and CRM systems.

Your responsibilities:

Handled KYC onboarding processes, including reviewing applications and facilitating customer onboarding

Provided support for KYC-related inquiries and resolved associated support tickets

Support the team by acting as the first point of contact for any queries on the KYC Onboarding process.

Carry out administrative duties as required to ensure the team's effective operation, such as maintenance records, email and updating CRM systems.

Provide excellent customer experience whilst also having the ability to handle objections through providing information to customers.

Ensuring a simpler and faster onboarding experience for customers by delivering a timely and efficient service, which aligned with service level agreements and call performance metrics.
A mix of inbound & outbound calling as well as written communication to clients & reviewing documentation to enhance clients’ KYC files.

Answer incoming support calls professionally and efficiently.

To investigate and liaise with customers and stakeholders on chargeback cases and KYC-related support tickets.

We are looking for:

Familiarity with KYC (Know Your Customer) processes, including onboarding and documentation review, is preferred.

Strong communication skills, both written and verbal, to handle inbound/outbound calls and client correspondence effectively.

Proficiency in using CRM systems and maintaining accurate records.

Customer service experience, with the ability to deliver a high-quality client experience and resolve objections.

Ability to manage and prioritize administrative tasks, ensuring smooth team operations.

Problem-solving skills to investigate and resolve KYC-related support tickets and chargeback cases.

Attention to detail in reviewing customer documentation and updating client records.

Team-oriented mindset, capable of supporting colleagues and acting as a first point of contact for internal queries.

Time management skills, ensuring tasks are completed efficiently and within SLAs and performance metrics.

Adaptability to handle a mix of tasks, including calls, written communication, and documentation review in a fast-paced environment.

Amenable to working onsite on a permanent basis.

Candidates with no KYC experience are also welcome to apply.