KYB Operations Analyst - Romania

KYB Operations Analyst - Romania Join OnOff, a International cloud phone app scale-up, as a hybrid KYB Operations Analyst in Romania to optimize our B2B customer onboarding for French-speaking clients! Apply now KYB Operations Analyst Location: Romania Employment Type: Permanent contract Work Mode: Hybrid – 2 days of remote work per week Team: Customer Care / Compliance Reporting to: B2B Customer Care Start Date: As soon as possible Main Tools: Sumsub, Zendesk, Jira, Confluence The Role We are creating a KYB Operations Analyst position to strengthen the management of our B2B customer verifications and to improve the quality and efficiency of our KYB process. You will be responsible for monitoring KYB files in Sumsub, reviewing documents requiring manual analysis, supporting customers in case of rejection or blockage, and identifying potential process improvements. You will also play a key role in the continuous improvement of procedures, documentation, and cross-team collaboration across the KYB workflow. Responsibilities 1. KYB Case Management and Monitoring Process KYB files requiring manual verification in Sumsub. Verify the validity, consistency, and apparent authenticity of submitted documents. Approve or reject documents according to established procedures. Analyze blocked, incomplete, or rejected files. Identify root causes of blockages and determine necessary actions to resolve cases. Respond to customer tickets regarding KYB and clearly explain reasons for rejections or requests for additional documents. Assist customers through the process of submitting replacement or additional documents. Handle cases where documents are sent directly via support tickets rather than through Sumsub, adhering to internal procedures. Ensure rigorous follow-up on cases until full resolution. 2. Analysis and Improvement of the KYB Journey Identify recurring issues faced by customers or internal teams. Verify and qualify feedback and escalations regarding Sumsub or the KYB journey. Escalate anomalies, bottlenecks, and areas needing improvement. Help identify root causes of operational issues. Propose actionable solutions to reduce customer friction and enhance KYB journey efficiency. Contribute to improving existing processes and implementing new procedures where needed. 3. Cross-Functional Collaboration and Documentation Collaborate with Product, Tech, Compliance, Customer Care, and other teams involved in the KYB process. Facilitate smooth communication and information sharing between teams. Assist in updating and refining KYB documentation. Help create and improve internal procedures, checklists, and operational guidelines. Participate in refining email and messaging response templates used for customer support. Share recurring issues, process changes, and best practices with relevant stakeholders. Candidate Profile Background in B2B Customer Care, KYB/KYC operations, operational compliance, or customer account processing. Hands-on experience with Sumsub or a similar verification tool is a plus. Mandatory French AND English level of B2 (you are in contact with the clients). High degree of rigor and attention to detail. Strong ability to analyze documents and spot inconsistencies. Proven ability to analyze complex or blocking operational issues. Ability to explain decisions, rejections, or requests for additional documents clearly and simply to customers. Comfortable working with digital tools such as Zendesk, Jira, and Confluence. Autonomous, curious, and proactive mindset. Ability to work effectively across multiple teams and stakeholders. Strong interest in process improvement and cross-functional work. What Will Make You Stand Out You balance rigorous compliance controls with a high standard of customer service. You handle sensitive customer situations with diplomacy, tact, and clarity. You naturally seek out root causes rather than just addressing surface-level symptoms. You can easily identify recurring patterns and recommend concrete solutions. You thrive in an evolving environment and enjoy building, structuring, and optimizing workflows. You work seamlessly across departments, specifically with Product, Tech, Compliance, and Customer Care teams. Department Customer Care Locations Bucharest Remote status Hybrid Employment type Full-time Applicant tracking system by Teamtailor