Operations Associate (f/m/d) // Trust Fractal GmbH

About us 

As a RegTech company, we are enabling a global open-finance ecosystem by providing simple and compliant identity services. Our Fractal ID solution offers an onboarding process for providers of financial services such as Crowdfunding-, Crypto-Wallet-, Exchange- and Digital Banking services. We ensure a secure data environment, global regulatory compliance and a smooth onboarding process for these benefit of services and users alike. Fractal currently operates offices in Berlin, Porto & Singapore and employs a team of around thirty people worldwide.

Job profile

We’re looking for a qualified and enthusiastic candidate to take up a full-time Operations Associate (f/m/x) position within our international team. Reporting to the Senior Operations Manager, the Operations associate is responsible for all aspects associated with KYC vendor coordination & reporting, client account management, customer’s inquiries, KYC/AML screenings and other processes within the Operations team. The main responsibilities are:

Customer support:

  • Taking care of customer’s inquiries
  • Measuring customer’s satisfaction and NPS
  • Handling GDPR & data deletion requests according to the operational guidelines

Account management:

  • Serving as the point of contact for some customer account management matters
  • Ensuring the timely and successful implementation and delivery of our solution according to customer needs, objectives and agreed service levels
  • Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
  • Preparing reports on account status
  • Assisting with challenging client requests or issue escalations as needed

KYC vendors management: 

  • Answering to suppliers requests
  • Supporting the Senior Operations manager in vendor coordination & reporting
  • Partial ownership of the day-to-day execution of the vendor side KYC/AML process
  • Researching and building Fractal’s global KYC/AML vendors ecosystem
  • Clearly communicating the progress of  initiatives to internal and external stakeholders
  • Achieving supplier-side KPIs along with the Operations team
  • KYC vendors quality check
  • Coordinating with KYC/AML suppliers to  understand their pain points and feedback
  • Translating supplier feedback into actionable items (process- & product-wise)
  • Coordinating with supplier facing Product team to convey vendor feedback and pain points and ensuring implementation of relevant product features

Operations processes: 

  • Drafting, reviewing and updating operations process related documentation
  • Dealing with escalated or critical KYC/AML cases within Fractal’s software
  • Escalating issues requiring more in-depth knowledge to a Senior member of the team
  • Assisting in KYC/AML basic screenings

Your profile

  • You have 1+ years proven work experience as an Operations Specialist, Customer Support Team Leader, Account Manager or other relevant role
  • You know how to identify relevant internal and external stakeholders, gather relevant requirements and craft actionable solutions
  • You possess a demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
  • You’re proactive and solution oriented
  • You have solid command of at least one customer support tool (e.g. Zendesk or Fresh Desk) and Office Suite (e.g. MS Office, Google Apps, particularly Excel & Sheets)
  • You like to deliver client-focused solutions that satisfy customer needs
  • You’re a multi-tasker with the ability to juggle projects at different stages with varying levels of complexity, all while maintaining an eye for detail and customer satisfaction
  • You have excellent listening, negotiation and presentation abilities
  • Your strong verbal and written communication skills are hard to resist
  • You’re fluent in the English language, other languages are a plus
  • You completed a Bachelor degree in Business Administration, Management, Sales or other relevant fields

Why Fractal?

You’ll take up a position as one of the central members of a RegTech Startup team in Berlin, delivering value and quality to clients with a direct line to internal and external senior management. We work with reputable clients in the blockchain space, building products for the blockchain ecosystem as well as established financial institutions. You have a chance to work in a truly international and multidisciplinary environment that heavily relies on technical insights, legal expertise, and user-focused design.

We offer:

  • A competitive salary,
  • A MacBook Pro as workstation,
  • A yearly conference budget to support your personal development,
  • A subsidy to your monthly fitness membership,
  • Complimentary drinks & healthy snacks,
  • A yearly company retreat for the entire team,
  • Regular team-events,
  • Not to mention a stylish, well-connected office in the heart of Kreuzberg!

You’ll be part of a great company culture, in a multidisciplinary and global  team, open to remote work and flexible working hours, where your voice is heard – our people really love coming to work here!

Sounds good to you?

To apply, please follow this link: https://fractal.bamboohr.com/jobs/view.php?id=7