Coreblocks

Key Responsibilities

• Gather, document, and maintain business and technical requirements for KYC, KYT, AML, and Fraud Monitoring tools.
• Analyze customer onboarding journeys and optimize verification and AML screening processes using tools like Sumsub, ComplyAdvantage, Crystal.
• Establish compliance automation rules and thresholds, including transaction limits, sanction lists, and PEP checks.
• Design and implement CRM workflows to support Compliance and Customer Support, covering ticketing, case management, and audit trails.
• Evaluate and participate in third-party provider integrations for KYC, AML, and fraud monitoring.
• Keep documentation up-to-date in Confluence, manage backlog and project progress in Jira, and ensure consistent communication across stakeholders.
• Collaborate closely with Compliance Officers to ensure system operations meet internal policies and regulatory standards (EU & UAE).

Requirements

• 3+ years of experience as a Senior Business Analyst in fintech, neobanks, or crypto/fiat payment environments.
• Hands-on experience with KYC / AML / KYT systems (e.g., Sumsub, Crystal, Chainalysis, ComplyAdvantage).
• Strong understanding of compliance workflows: onboarding, ongoing monitoring, sanctions screening, and risk management.
• Experience with CRM and back-office systems, including building logical flows, permissions, stages, and ticketing structures.
• Ability to translate complex business requirements into actionable technical tasks.
• Knowledge of transaction monitoring rules, thresholds, and best practices in regulatory frameworks (EU / VARA / FATF).
• Proficiency in documentation and modeling techniques (BPMN, UML), writing user stories, and defining acceptance criteria.
• Experience working in Agile/startup environments with cross-functional teams.
• Proficient with Jira, Confluence, Miro, Figma, Excel/Sheets.
• Strong stakeholder management, communication, and facilitation skills.
• English proficiency at Upper-Intermediate level or higher.

Role Overview

We’re looking for a proactive Business analyst to help shape and execute the Customer Support experience within our fintech ecosystem. You’ll be working closely with the Product Manager, development teams, and Support Operations to ensure our users receive smooth, efficient, and scalable service across all support channels.

Key Responsibilities

• Partner with the Product Manager to define and roll out initiatives that enhance Customer Support processes and tools.
• Carry out research and analysis on customer journeys, self-service performance, and agent productivity—gathering feedback, identifying pain points, and translating insights into actionable improvements.
• Review and refine product requirements and user stories to ensure they are clear, testable, and aligned with business goals.
• Keep the product backlog up to date in Jira: track tasks, support sprint planning, and coordinate with various teams to maintain alignment.
• Produce high-quality documentation including process maps, product notes, diagrams, and meeting summaries to improve internal communication and transparency.
• Support day-to-day collaboration with engineers and support specialists—clarifying requirements, resolving operational queries, and keeping Confluence documentation current.
• Conduct light research on data, markets, and competitor solutions to help inform product strategy and feature prioritization.
• Assist in turning business goals into actionable development tasks and ensure alignment between technical and non-technical stakeholders.

What We’re Looking For

• 1–2 years of experience in a Product or Business Analysis role (Associate PM, Product Owner, Product Coordinator, or similar) within fintech, SaaS, or tech environments.
• Working knowledge of Customer Support systems and principles such as ticket routing, automation, and service-level metrics.
• Understanding of data privacy and compliance regulations (especially GDPR).
• Excellent organizational and analytical abilities with experience managing multiple workstreams simultaneously.
• Ability to structure and visualize complex data—creating flowcharts, diagrams, and other visual documentation.
• Practical experience using Jira and Confluence for backlog and documentation management.
• Familiarity with Agile frameworks and product development cycles.
• Strong command of English (written and spoken, at least B1 level).
• A methodical, product-oriented thinker who pays close attention to details and continuously looks for ways to optimize processes.