Customer Onboarding Officer

About Wafir

Wafir operates as Qatar's pioneering supervised digital savings-circle (ROSCA) platform, managed by Ajyal Fintech Solutions LLC, registered in the Qatar Financial Centre and governed under the Qatar Central Bank's regulatory sandbox. It formalizes a traditionally informal savings market by implementing segregated escrow accounts, electronic Know Your Customer (eKYC), behavioral credit scoring, and comprehensive regulatory reporting.

Purpose of the Role

This position is dedicated to overseeing member identity verification and eKYC onboarding processes to support Wafir’s expanding savings circles. The role ensures thorough and accurate assessment of each applicant’s documentation, guaranteeing audit-ready files before eligibility and approval phases, thereby increasing onboarding capacity without compromising compliance or member standards. The officer will proactively engage with users to assist throughout the application process.

Key Responsibilities

• Supervise member eKYC applications end-to-end — from submission, document assessment, identity verification and data validation to screening and updating profiles — all within the company’s specified service-level goals.
• Serve as the initial contact for onboarding inquiries, assisting members by clarifying application procedures and specifying documentation and resubmission guidelines.
• Proactively follow up with members whose applications are incomplete, rejected, or require supplementary information, ensuring professional and supportive communication via approved channels.
• Help resolve routine onboarding and technical challenges directly while escalating complex issues to technology, operations, or compliance teams.
• Handle multiple applications and customer queries simultaneously, prioritizing urgent, longstanding, and high-risk cases with precision and care.
• Maintain thorough, audit-compliant onboarding records encompassing review notes, member communications, resubmission histories, decisions, and supporting documents.
• Assist in onboarding quality assurance activities including file sampling and implementing corrective measures when documentation or process gaps are detected.
• Track and report on onboarding metrics such as application volumes, completion rates, turnaround times, resubmissions, customer challenges, and operational obstacles, identifying recurring issues and suggesting improvements for the user experience.
• Provide support for other customer support and operational functions, especially during peak application periods, new savings circle launches, or member outreach initiatives.

Candidate Profile

• One to three years of experience in KYC, customer onboarding, customer operations, or compliance support within banking, exchange houses, financial institutions, or fintech environments.
• Excellent interpersonal and customer service abilities, with clear, patient, and professional communication skills suited for engaging members from diverse backgrounds.
• High attention to detail with capability to detect inconsistencies, incomplete submissions, or potential risks without sacrificing processing speed.
• Efficient multitasking skills to manage a high volume of applications and customer queries while achieving service level commitments.
• Strong organizational and time management expertise, adept at prioritizing urgent, aged, and risk-related cases.
• Collaborative and reliable team player, proficient in working closely with compliance, operations, technology, and customer service units.
• Fluency in Arabic and English, both written and spoken, is highly preferred.