Senior Customer Operations

**About **lemon.markets**

Our mission is providing better opportunities to invest in capital markets. By empowering FinTechs and Banks to offer investment products, we help create financial well-being for their customers. In pursuit of this goal we strive to open 100 million securities accounts within Europe in this decade.

lemon.markets builds infrastructure for financial services and technology companies powering the next generation of investment products. From enabling a FinTech to launch their first investment product, over allowing e.g. a Neobank to embed investing into their product to bringing investing into a completely new context. Our API-first infrastructure makes launching an investment product customer-centric and compliant. We abstract all complexity for our partners through a well documented API, a self-service customer operations portal and operating in a clear regulatory framework. Enabling partners to launch in weeks, not months.

We have experienced first hand that brokerage infrastructure is broken. Building an investment product used to be highly expensive, challenging and cumbersome. We ease this pain by shielding our partners & their customers from the underlying complexity - and with that we make investing more accessible to everyone. Because that’s exactly what we enjoy, going to places nobody else dares and solving hard problems. This not only creates tons of value when done right, but attracts the smartest minds - because outlier companies are built by exceptional (& diverse) people like you.

**Your Mission**:
As Senior Customer Operations Specialist you will be an integral part of our Operations Function, managing all tasks & processes related to AFC Operations and spearheading the establishment of our Customer Operations team. The team owns the responsibility for the complete Customer Lifecycle, from overseeing Customer Onboarding and KYC to Account Management. Being the first in the team, you will play a key role in setting up the right controls, processes & policies making sure our partners & their customers are protected from Financial Crime & fraudulent activities.

At lemon.markets, we value ownership a lot, that means, you will have autonomy in shaping your area of responsibility. Reporting directly to our VP Brokerage and collaborating closely with our Head of AML, you will leverage your expertise to establish effective procedures and processes. Your collaboration with Product, Engineering and Customer Service teams will be crucial in ensuring our customers will have a great customer experience.

**You will**:

- Collaborate with the Operations & AML function and support Product, Engineering and Customer Service cross functionally to set-up & build AML monitoring systems, tools, and procedures for detection and prevention of suspicious activities.
- Conduct investigations on potential money laundering and fraudulent activities, analyse customer transactions, accounts, and activities for detection & prevention.
- Resolve account opening issues and obtain necessary information during investigations.
- Support during audits and investigations:

- Respond to Requests for Further Information(“Auskunftsersuchen”).
- Set up robust processes for KYC and AFC and optimise our existing processes by automating wherever possible e.g. by building out steps using a business workflow tool.
- Serve as an escalation point for all AFC Unusual Activity Reports and related requests.

**You will be successful in this role if**:

- ** You have gained extensive experience in AFC or KYC Operations **in the German or European financial industry — ideally in a Fintech and a Bank / Financial services. And by that you have a deep understanding of European Anti-Money Laundering legislation and industry best practices.
- ** You have gained relevant experience in setting up processes & systems for AFC and/or KYC operations**: e.g. an AFC service Desk, investigations, SARs, KYC screening.
- You are well versed with process optimisation and build out of steps using a business workflow tool. Knowledge of Jira Dashboard would be a plus.
- You are confident in providing guidance to the organizations and colleagues by sharing your knowledge and take responsibility for creating handbooks, building processes and defining policies.
- “This is not my job” is not part of your vocabulary - you are motivated by nature to deliver value for our customers by taking initiative and challenging the status quo, even if this means admitting one's own shortcomings and changing things.
- You can prioritise effectively and are able to sift through the noise and assess what's critical for the current priority.
- You understand what working in a startup or a similar lean organization is like. You cope with uncertainty well and know how to navigate an unstructured environment, create processes and structure from scratch

**How we take care of you**:
**Competitive compensation package**:
We will offer you a mix of