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 escalate 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.