Customer Onboarding Officer

HugoBank; Karachi Division; On-site; PKR 900,000 - 1,350,000; Full time

Job summary

HugoBank is seeking a Customer Onboarding Officer to ensure a compliant, seamless onboarding experience for customers. The role involves reviewing onboarding applications, performing KYC/AML checks, and managing onboarding exceptions in line with regulatory requirements and internal policies.

You will screen customer information, respond to observations, process requests from the Contact Centre, and maintain accurate records to support audits.

Qualifications

• Bachelor's degree in Business, Finance, or related field; Master's preferred.
• 2–5 years of onboarding, KYC/AML experience in banking.
• Knowledge of digital onboarding and screening processes.

Responsibilities

• Conduct Level-1 review of onboarding applications for completeness and compliance with KYC/AML requirements.
• Perform customer information and documentation checks and reassess after observations closure.
• Process onboarding requests from the Contact Centre per approved procedures.
• Screen customer names and sanctions in line with policy.
• Identify high-risk customers and elevate to Compliance for Enhanced Due Diligence.
• Maintain accurate records of onboarding decisions, screening outcomes, and escalations for audits.
• Ensure onboarding activities meet defined turnaround times.

Skills

Attention to detail

Analytical ability

Written and verbal communication

Education

Bachelor's degree in Business, Finance, or related field

Master's degree preferred

Job description

The Customer Onboarding Officer is responsible for ensuring an efficient, compliant, and seamless onboarding experience for HugoBank customers. The role involves reviewing customer onboarding applications, performing KYC and AML/CFT-related checks, managing onboarding exceptions, and ensuring adherence to regulatory requirements, internal policies, and operational procedures.

Key Responsibilities

• Conduct Level-1 review of digital onboarding applications, customer information, and supporting documents to ensure completeness, accuracy, and compliance with KYC, AML/CFT, and internal requirements


• Review customer responses and reassess applications after closure of identified observations


• Process assigned customer account management requests received through the Contact Centre in accordance with approved procedures


• Conduct customer name screening and sanctions screening reviews as per compliance policies and regulatory requirements


• Identify and elevate PEPs, High-Risk customers (as per the Bank's CRP Model), and other exceptional cases to Compliance for Enhanced Due Diligence and further review


• Maintain accurate records of onboarding decisions, screening outcomes, exceptions, and escalations to support audit and regulatory reviews


• Ensure timely completion of onboarding activities within defined TATs while maintaining operational quality and compliance standards

Requirements

• Bachelor's degree in Business, Finance, or a related field (Master's degree preferred)


• 2-5 years of experience in customer onboarding, KYC operations, AML/CFT compliance support, or related roles within the banking sector


• Strong understanding of KYC, AML/CFT regulations, customer due diligence, and digital onboarding processes


• Experience working with digital banking platforms, onboarding workflows, or customer management systems is preferred


• Strong attention to detail, analytical ability, and effective written and verbal communication skills