Customer Onboarding Officer

The Customer Onboarding Officer is responsible for ensuring an efficient, compliant, and seamless onboarding experience for Hugo. Bank 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.