Head of Onboarding & Customer Experience

Arival Group; Saint Petersburg (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Lead a critical onboarding function

International collaboration

Competitive compensation

Professional growth

Dynamic digital bank environment

Job summary

Arival Bank is seeking a seasoned Head of Onboarding to lead the end-to-end onboarding process for business and individual clients. You will drive quality, scalability, and customer experience while coordinating with Compliance, Risk, Ops, Product, and Technology.

You will manage a dedicated onboarding team, ensuring timely collection and review of KYC/KYB information, with a focus on efficiency, controls, and regulatory compliance.

Qualifications

• 7+ years in onboarding, KYC/KYB, or regulated financial services.
• Proven experience leading onboarding, KYC/AML operations teams.
• Strong knowledge of KYC, KYB, beneficial ownership, sanctions, PEPs.
• Experience onboarding SMEs, individuals, and complex structures.
• Experience managing workflows, SLAs, backlogs, quality controls, escalations.
• Cross-functional collaboration with Compliance, Risk, Ops, Product, Tech.

Responsibilities

• Lead end-to-end onboarding for business and individual customers.
• Manage the Onboarding team: workload, priorities, capacity, performance, development.
• Ensure proper collection and recording of KYC/KYB information and docs.
• Monitor volumes, turnaround times, documentation, backlogs, escalations.
• Coordinate with Compliance, BSA/AML, Risk, Legal on high-risk cases.
• Ensure approvals before account opening and proper handovers to Ops.

Skills

Onboarding leadership

KYC/KYB operations

AML operations

Cross-functional collaboration

Process management

English fluency

Tools

KYC/KYB tooling

Job description

Arival Bank is seeking a seasoned Head of Onboarding to lead the end-to-end onboarding process for business and individual clients. You will drive quality, scalability, and customer experience while coordinating with Compliance, Risk, Ops, Product, and Technology.

You will manage a dedicated onboarding team, ensuring timely collection and review of KYC/KYB information, with a focus on efficiency, controls, and regulatory compliance.