HugoBank

Digital retail bank enabling financial inclusion

Customer Onboarding Officer

Financial Crime & AMLPosted on Nov 13

Full-timeKarachi, Karachi City, Sindh, PakistanNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Business, Finance, or a related field is required; a master's degree is preferred.
Two to five years of experience in customer onboarding, KYC operations, AML/CFT compliance support, or related roles within the banking sector.
A strong understanding of KYC, AML/CFT regulations, customer due diligence, and digital onboarding processes is required.
Experience working with digital banking platforms, onboarding workflows, or customer management systems is preferred.
Strong attention to detail and analytical ability are required.
Effective written and verbal communication skills are required.

Responsibilities

Conduct Level-1 reviews of digital onboarding applications, customer information, and supporting documents to ensure completeness, accuracy, and compliance with KYC, AML/CFT, and internal requirements.
Review customer responses and reassess applications after identified observations have been closed.
Process assigned customer account management requests received through the Contact Centre in accordance with approved procedures.
Conduct customer name-screening and sanctions-screening reviews in accordance with compliance policies and regulatory requirements.
Identify and escalate PEPs, high-risk customers under the Bank’s CRP Model, and other exceptional cases to Compliance for Enhanced Due Diligence and further review.
Maintain accurate records of onboarding decisions, screening outcomes, exceptions, and escalations to support audit and regulatory reviews.
Complete onboarding activities within defined TATs while maintaining operational quality and compliance standards.

Desired Qualifications

A master's degree is preferred.
Experience working with digital banking platforms, onboarding workflows, or customer management systems is preferred.

Customer Onboarding Officer

HugoBank · Karachi, Pakistan · Full-time · Posted 2026-11-13

Workplace: on_site

Department: Operations

Description

The Customer Onboarding Officer is responsible for ensuring an efficient, compliant, and seamless onboarding experience for HugoBank customers. The role involves reviewing customer onboarding applications, performing KYC and AML/CFT-related checks, managing onboarding exceptions, and ensuring adherence to regulatory requirements, internal policies, and operational procedures.

Key Responsibilities

Conduct Level-1 review of digital onboarding applications, customer information, and supporting documents to ensure completeness, accuracy, and compliance with KYC, AML/CFT, and internal requirements.
Review customer responses and reassess applications after closure of identified observations.
Process assigned customer account management requests received through the Contact Centre in accordance with approved procedures.
Conduct customer name screening and sanctions screening reviews as per compliance policies and regulatory requirements.
Identify and escalate PEPs, High-Risk customers (as per the Bank’s CRP Model), and other exceptional cases to Compliance for Enhanced Due Diligence and further review.
Maintain accurate records of onboarding decisions, screening outcomes, exceptions, and escalations to support audit and regulatory reviews.
Ensure timely completion of onboarding activities within defined TATs while maintaining operational quality and compliance standards.

Requirements

Bachelor’s degree in Business, Finance, or a related field (Master’s degree preferred).
2–5 years of experience in customer onboarding, KYC operations, AML/CFT compliance support, or related roles within the banking sector.
Strong understanding of KYC, AML/CFT regulations, customer due diligence, and digital onboarding processes.
Experience working with digital banking platforms, onboarding workflows, or customer management systems is preferred.
Strong attention to detail, analytical ability, and effective written and verbal communication skills.

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About the Company

HugoBank

Digital retail bank enabling financial inclusion

HugoBank is a digital retail bank based in Karachi that aims to expand financial inclusion in Pakistan. It uses a mobile app to offer fast online account opening, secure transfers, P2P payments, bill payments, and credit products, and it issues physical and virtual debit and credit cards, plus Earned Wage Access for early salary access. The bank combines international fintech know-how with local market reach, leveraging Muller & Phipps’ network to serve the unbanked quickly and position itself as a wealthcare partner for holistic financial needs. Its goal is to increase Pakistan's bank account penetration to over 80% and open 34 million new accounts by 2027.

Company size: 51-200
Company stage: Not listed
Total funding: Not listed
Headquarters: Karachi, Pakistan
Founded: 2023

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