Financial Crime & Customer Operations Specialist (6 month contract)
Ramp
Join the Web3 revolution at Ramp Network!
👋🏼 A few words about us
🙌🏼 What you will be doing
We’re seeking a Financial Crime & Customer Operations Specialist to join our team. This role is a hybrid of real-time financial crime monitoring and customer support, ensuring we keep our users safe and deliver an outstanding experience.This is a shift-based role, covering the evening/night shifts within a 16–18-hour window, five days per week (including weekends). Flexibility for in-person training in our Warsaw office is required.
🧩 Key responsibilities
- Promptly and professionally respond to customer inquiries, questions, and complaints via email, live chat, and social media platforms.
- Troubleshoot and resolve customer issues related to onboarding, transactions, and technical difficulties.
- Proactively participates in internal process improvements, including updates, enhancements, and structural changes.
- Collaborate closely with cross-functional teams (including Development, Product, and Compliance) to identify and resolve complex, user-impacting issues.
- Ensure clear and proactive communication, take ownership of challenges as they arise, and drive solutions through a hands-on, team-oriented approach.
- Monitor transactions and perform name screening and fraud alert management to quickly identify and address suspicious activities.
- Conduct Customer Due Diligence (CDD) checks on customer accounts and transactions to ensure compliance with regulatory requirements.
- Identify patterns and trends in customer inquiries and alerts, offering feedback to improve product features, user experience, and fraud prevention measures.
- Document processes, investigation outcomes, and customer interactions accurately.
- Contribute to continuous improvement of processes, identifying training needs and ensuring clear, empathetic communication with our users.
- Maintain a positive and empathetic attitude under pressure to ensure exceptional customer satisfaction and trust.
🤟🏻 What you will bring
- At least 1 year of experience in a customer support or compliance/monitoring role.
- Strong communication skills (written and verbal), with English proficiency at B2 level or higher.
- Analytical mindset and attention to detail to spot patterns and anomalies.
- Passion for financial crime prevention and a customer-first approach.
- Ability to multitask and prioritize in a fast-paced, dynamic environment.
- Flexibility to work evening/night shifts and attend in-person training.
- Proactive approach to learning, development, and collaboration.
Extra points for:
- Familiarity with blockchain technology, cryptocurrencies, and decentralized finance.
- Previous experience in mentoring or supporting team members.
Our toolkit:
- Intercom, internal CRM system
- Slack, Notion, Google Workspace, Jira
- ComplyAdvantage, SumSub, Notabene
Our interview process:
- 30-minute Discovery Interview with a Talent Partner
- Home-based task
- 45-minute interview with the CS & FinCrime Team Leader
- Final 30-minute cultural fit interview
🪄What’s in it for you?
- 💰 8500-9000 PLN gross salary per month on an employment contract
- 🏠 Comfy workspace located in Warsaw, we have a flexible hybrid model
- 💻 The best laptops and kit to work on
- 🕵🏽♀️ Opportunity to gain valuable experience in the financial crime operations area.
- 🔝 Exposure to cutting-edge technologies and practices in the financial technology industry.
- 💡 A collaborative and inclusive work environment that values diversity and creativity.
- ⚡ Efficient recruitment process
💚 Our Culture
We are fueled by a strong sense of community, purpose, and the drive to build a sustainable business. Together, we nurture a culture of high performance, low egos, receptive minds, and collaboration. We provide space for ambition, trust and empowerment to allow you to be your best self.
Our culture has been founder-driven from the start, it is defined by our shared values and behaviours, which are distinctly Ramp Network and represent the organisation that we have built. This is our recipe for success that we all believe in…this is how we will win!
👉Check out this short video to learn more about Life working at Ramp Network
Diversity and Inclusivity Statement
At Ramp Network, inclusivity and equality are core to our mission, and we strive to embed these values in every aspect of our operations. We believe that a diverse and inclusive workplace fosters innovation, collaboration, and success.
One of our core values, Radically Inclusive, is enacted daily. We create a space of belonging and support, fostering a tightly-knit team that embraces diversity in all its forms. Being different isn’t just welcomed; it unites us and gives us our edge. We give space for all peculiarities, nerdiness, and quirkiness!
We are proud of the progress we have made as a fast-growing start-up, but we recognize that our journey is ongoing. We look forward to evolving our diversity, equity, and inclusion practices further in 2025 and beyond, creating a workplace where everyone can thrive.