About Wafir
Wafir is Qatar's first supervised digital savings-circle (ROSCA) platform, operated by Ajyal Fintech Solutions LLC, registered in the Qatar Financial Centre and operating under the Qatar Central Bank regulatory sandbox. Wafir formalizes a large informal savings market with segregated escrow accounts, eKYC, behavioral credit scoring, and full regulatory reporting.
Purpose of the Role
Manage member identity verification and eKYC onboarding as Wafir scales its savings circles. The role ensures each applicant's documents are complete, accurately reviewed, and audit-ready before progressing through eligibility and approval, allowing onboarding capacity to grow without compromising compliance or member quality. This involves reaching out to the users and helping every step of the way.
Key Responsibilities
- Manage member eKYC applications from submission to completion, including document review, identity verification, data validation, screening checks and profile updates, within Wafir's defined service-level targets.
- Act as the first point of contact for onboarding-related enquiries, guiding members through the application process and clearly explaining document, verification and resubmission requirements.
- Follow up proactively with members whose applications are incomplete, rejected or require additional information, using the approved communication channels and maintaining a professional, supportive customer experience.
- Assist members in resolving common onboarding and technical issues, while coordinating more complex cases with the technology, operations or compliance teams.
- Review multiple applications and customer enquiries simultaneously, prioritising urgent, ageing and high-risk cases without compromising accuracy or service quality.
- Maintain complete and audit-ready onboarding records, including review notes, member communications, resubmission history, decisions and supporting documentation.
- Support onboarding quality-assurance reviews, file sampling and the implementation of corrective actions where documentation or processing gaps are identified.
- Monitor and report onboarding volumes, completion rates, turnaround times, resubmissions, customer issues and operational bottlenecks, highlighting recurring problems and opportunities to improve the member journey.
- Support other customer-service and operational activities when required, particularly during periods of increased applications, new circle launches or member communication campaigns.
Candidate Profile
- 1–3 years of experience in KYC, customer onboarding, customer operations or compliance support within a bank, exchange house, financial institution or fintech company.
- Strong interpersonal and customer-service skills, with the ability to communicate clearly, patiently and professionally with members from different backgrounds.
- High attention to detail, with the ability to identify inconsistencies, incomplete information and potential risks without compromising processing speed.
- Able to multitask effectively and manage a high volume of applications, customer enquiries and follow-up cases while meeting service-level targets.
- Strong organisational and time-management skills, with the ability to prioritise urgent, ageing and higher-risk cases.
- Collaborative and dependable, with the ability to work closely with compliance, operations, technology and customer-service teams.
- Bilingual Arabic and English is strongly preferred, with good written and verbal communication skills in both languages.
