Full-Time

Customer Success Specialist

Updated on 9/4/2026

FrankieOne

FrankieOne

51-200 employees

Unified KYC/AML onboarding and fraud platform

No salary listed

India

In Person

Category
Customer Experience & Support (1)
Required Skills
Data Analysis

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Requirements
  • At least 3 years of experience in customer success, onboarding, implementation, or product specialist roles in B2B software as a service.
  • Experience managing a portfolio of accounts and being accountable for retention across it.
  • Experience working with a technical product and building genuine product depth.
  • Experience handling escalations and working alongside technical teams to resolve them.
  • Experience using data to prioritize work and support customer conversations.
  • Strong interest in technology and how it solves customer problems.
  • Strong attention to detail and judgment about customer priorities.
  • Strong people skills and a collaborative presentation style.
  • Ability to build rapport with a wide range of people.
Responsibilities
  • Own a portfolio of live accounts as the day-to-day point of contact for product, adoption, and operational matters.
  • Shift customer engagement from reactive, ticket-driven support toward proactive account management.
  • Track usage and work pass rates, resolve and escalate issues with Technical Support, run training and product education, and keep customers progressing after go-live.
  • Build strong working knowledge of the FrankieOne platform, including KYC, KYB, AML, fraud, cascades, and OneSDK.
  • Read verification data, diagnose failed checks, and explain the cause clearly to customers.
  • Use health signals from tickets, usage, and product adoption to prioritize account engagement and maintain retention.
  • Work with Technical Support on issue resolution, Implementations on handover into business as usual, and Product on feedback for the roadmap.
  • Identify and qualify genuine expansion signals and hand them to Account Management for commercial follow-up.
  • Train and coach junior team members, peer review their work, and share knowledge.
Desired Qualifications
  • Experience in fintech, regtech, or a compliance-adjacent business.

FrankieOne provides a regulatory technology platform for onboarding and fraud management for banks, fintechs, and other regulated entities. Its core product is a single API and unified dashboard that connects to over 350 global identity data sources and fraud tools, enabling KYC/AML checks and fraud prevention in one place. Clients wire in the most suitable identity verification and fraud checks through the platform and monitor results from a centralized dashboard, avoiding multiple vendor integrations. The goal is to help financial institutions comply with regulations, reduce fraud-related losses, and improve onboarding efficiency and ongoing customer risk management.

Company Size

51-200

Company Stage

Series A

Total Funding

$29.8M

Headquarters

Melbourne, Australia

Founded

2017

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Simplify Jobs

Simplify's Take

What believers are saying

  • Release notes on 4 September 2026 show active KYC, AML, and portal shipping.
  • The Access Group launched EngageAML integration on 5 May 2026 for accountants.
  • MATTR pilots and PEXA Clear widen FrankieOne into payments, property, and account servicing.

What critics are saying

  • Australia’s 1 July 2026 Tranche 2 deadline concentrated demand into one regulatory cycle.
  • Access Group, Backbase, and PEXA can commoditize FrankieOne behind their own brands.
  • FrankieOne has 110 employees and no fresh funding disclosed since 2022.

What makes FrankieOne unique

  • FrankieOne’s single API orchestrates 350-plus identity, fraud, and AML data sources.
  • PEXA Clear and EngageAML embed FrankieOne directly into regulated workflows in 2026.
  • MATTR and Daon partnerships add verifiable credentials and AI biometrics to onboarding.

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Benefits

Professional Development Budget

Flexible Work Hours

Growth & Insights and Company News

Headcount

6 month growth

3%

1 year growth

0%

2 year growth

1%
eNews Park Forest
Oct 22nd, 2025
FrankieOne and MATTR unite to strengthen digital identity assurance with verifiable, government-issued credentials

FrankieOne and MATTR unite to strengthen digital identity assurance with verifiable, government-issued credentials. Embed privacy-preserving credential checks alongside today's KYC/KYB/AML flows - improving assurance at onboarding, payments, and account servicing. MELBOURNE, Australia, Oct. 22, 2025 /PRNewswire/ - FrankieOne and MATTR announced a partnership to make standards-backed verifiable digital credentials available within FrankieOne's identity and compliance orchestration platform - placing cryptographic proof directly into the risk decisioning flows enterprises already use. The collaboration embeds MATTR's digital trust technology into FrankieOne's identity orchestration platform, enabling organisations to verify customers with greater assurance and privacy. Through this integration, enterprises can accept emerging credentials such as mobile Driver's Licences (mDLs). These digital credentials, which conform to ISO 18013-5 and -7 standards, provide high-assurance, privacy-preserving verification that enhances customer experience while working seamlessly alongside existing data sources and risk signals. "Enterprises are under pressure to deliver fast, secure onboarding while reducing exposure of personal data," said Kim Wrobel, Head of Global Partnerships, FrankieOne. "By embedding digital credential technology directly into our platform, organisations can engage customers with greater confidence - verifying only what's needed, securely and in seconds, across onboarding, payments, and ongoing account servicing." "This collaboration puts verifiable credentials where they create the most value, inside existing decisioning flows," said Luke McIntyre, Chief Product Officer, MATTR. "It's a clear example of how open standards and interoperability can deliver trust at scale for both enterprises and their customers." * Lift assurance without adding friction Add cryptographic proof as a first-class signal in existing KYC, KYB, and AML journeys - from account opening to step-up events and high-risk profile changes. * Minimise data exposure Verify only what's required (e.g., age, licence class, or name and identifier), rather than sharing full documents, supporting privacy-by-design compliance. * Interoperate by design The integration aligns to interoperability standards, enabling credential verification across multiple ecosystems and jurisdictions. * Ready for what's next As government-issued and bank-issued digital credentials expand globally, organisations can accept and rely on them within the same orchestration flows, no rebuilds required. The collaboration equips regulated and digital enterprises alike with a new layer of verifiable trust, enabling faster, more secure onboarding, fraud prevention, and compliance across financial services, payments, digital commerce, and other customer-facing interactions where assurance and privacy both matter. FrankieOne integrates MATTR's verifiable credential services into its orchestration layer - enabling enterprises to issue, request, and verify digital identity credentials within a single API environment. The capability is hosted locally in Australia for regulatory alignment, with pathways to global scalability through MATTR's interoperable trust infrastructure. The integration is available now for enterprise evaluation and pilot deployments, with expanded production rollouts aligned to market demand. Organisations can discuss early access options directly with FrankieOne. About FrankieOne FrankieOne is a global RegTech platform providing a single API for identity verification, fraud prevention, and AML compliance. By connecting to over 350+ vendors and data sources through one orchestration layer, FrankieOne helps regulated businesses onboard customers faster, reduce fraud, and meet complex compliance obligations across jurisdictions. About MATTR MATTR builds digital trust infrastructure that enables people and organisations to share verified information securely and privately. Its products enable issuance, verification, and management of digital credentials and trust services for global ecosystems. View original content:https://www.prnewswire.com/news-releases/frankieone-and-mattr-unite-to-strengthen-digital-identity-assurance-with-verifiable-government-issued-credentials-302591364.html SOURCE MATTR; FrankieOne

IBS Intelligence
Oct 1st, 2025
FrankieOne teams up with Daon for AI identity verification

FrankieOne teams up with Daon for AI identity verification.

Bastille Post
May 28th, 2024
SingHaiyi and Japan's Nakano Singapore to raise the bar for design and quality in Jurong Lake District at upcoming launch

FinTech Australia, the premier industry body in the country has now recognised and awarded FrankieOne for a fourth year as FinTech Organisation of the Year.

Australian FinTech
Dec 12th, 2023
FrankieOne partners with Moroku for stronger digital identity in the Australian banking network

FrankieOne partners with Moroku for stronger digital identity in the australian banking network.

Finextra
Sep 25th, 2023
Backbase combines with FrankieOne to provide Aus banks with faster onboarding

Partnering with FrankieOne allows Backbase's Engagement Banking Platform to access a breadth of Know-Your-Customer (KYC), Anti-Money Laundering (AML), biometric verification, transaction monitoring, fraud detection and compliance capabilities from a curated selection of local and international providers.