At BlockRules, we believe that everyone around the world should be able to invest in new and growing companies and share in their successes. To make this a reality, we develop blockchain technology to connect a global investor community with innovators offering securities recorded on the blockchain, providing an enhanced user experience. We are combining on-chain regulatory compliance with our easy-to-use interface for buying, trading, and managing security tokens—bringing innovative investments to everyone.

We are looking for an experienced Client Services Specialist to work with our operations and support team to ensure the best user experience possible. As a member of operations team, you will have responsibility across KYC and customer verification, fraud operations, AML verification, residence address verification, etc. This position requires a person who can roll up their sleeves and make things happen, and someone with experience in the online financial services environments (e.g., web, mobile) with a focus on enabling business.

Responsibilities

• Handle day-to-day questions
• Manage the escalation of sensitive and timely issues (e.g., client complaints, fraud, KYC red flags)
• Evaluate and analyze client and transaction data
• Perform KYC technical tasks (e.g., doc verification, address verification, customers communications via secure portal, etc.)
• Resolve incoming requests via clients' preferred communications channels (e.g., voice, email, chat, messaging apps)
• Take ownership of clients' requests and provide fast and professional resolution to ensure an outstanding client experience
• Report client feedback for improvement of products and procedures
• Educate internal team members and external parties on processes and procedures

Minimum qualifications

• BS/BA degree or equivalent experience
• At least 5 years of related experience
• Organized and detail oriented
• Strong interpersonal skills
• Experienced in various KYC and fraud management tools, such as Accurint and Kount

Preferred qualifications

• Working knowledge of the securities industry, with a broad understanding of capital markets and their practices on issuing, trading, and settling shares
• Ability to work on weekends and evenings on a rotating basis
• Fluent in English (other business-functional languages are a plus)
• Understanding of crypto-investing and blockchain
• Prior management experience