Customer Onboarding Officer

About the role

Wafir, Qatar's first supervised digital savings‑circle platform, is looking for a Customer Onboarding Officer to manage member identity verification and eKYC onboarding as the service scales. The role ensures that every applicant’s documents are complete, accurately reviewed, and audit‑ready, supporting growth while maintaining compliance and high member quality.

Key responsibilities

• Manage end‑to‑end eKYC applications, including document review, identity verification, data validation, screening checks and profile updates within defined service‑level targets.
• Serve as the first point of contact for onboarding enquiries, guiding members through the application process and explaining document and verification requirements.
• Proactively follow up with members whose applications are incomplete, rejected, or need additional information, maintaining a professional and supportive experience.
• Assist members with common onboarding and technical issues, escalating complex cases to technology, operations or compliance teams.
• Handle multiple applications and enquiries simultaneously, prioritising urgent, ageing and high‑risk cases without compromising accuracy.
• Maintain complete, audit‑ready onboarding records, including review notes, communications, resubmission history and supporting documentation.
• Support quality‑assurance reviews, file sampling and corrective actions where gaps are identified.
• Monitor and report onboarding volumes, completion rates, turnaround times and operational bottlenecks, highlighting opportunities for improvement.
• Provide additional customer‑service and operational support during peak periods, new circle launches or communication campaigns.

Required profile

• 1–3 years of experience in KYC, customer onboarding, operations or compliance support within a bank, exchange house, financial institution or fintech.
• Strong interpersonal and customer‑service skills with the ability to communicate clearly, patiently and professionally.
• High attention to detail and ability to identify inconsistencies, incomplete information and potential risks while maintaining processing speed.
• Ability to multitask and manage competing priorities in a fast‑moving environment.

Required skills