Client Engagement Ops Analyst - Regulatory Risk Management

Kraken is a mission-focused company rooted in crypto values, aiming to accelerate the global adoption of crypto for financial freedom and inclusion. It is a fully remote company with employees in over 70 countries, developing premium crypto products for traders, institutions, and newcomers. The Regulatory Risk Management (RRM) team within Client Engagement Operations handles sensitive and legally complex client matters including regulatory inquiries, bankruptcy proceedings, collections, legal account data requests, DSARs, legal correspondence, deceased account handling, and compliance-driven cases.

• Experience in a regulatory, legal operations, compliance, or risk management role within financial services, fintech, or similarly regulated environment
• Strong understanding of regulatory and legal processes, including familiarity with bankruptcy, collections, or data privacy frameworks
• Excellent written communication skills with ability to draft professional, accurate correspondence for legal and regulatory audiences
• Demonstrated ability to manage a high volume of complex cases with competing deadlines while maintaining quality and accuracy
• Strong attention to detail and sound judgment in ambiguous or sensitive situations
• Experience using Zendesk, Jira, or similar case management and ticketing platforms
• Ability to work independently and exercise professional discretion with confidential information

Nice to have:

• Experience handling DSARs, GDPR/CCPA compliance, or privacy-related case management
• Familiarity with bankruptcy proceedings (Chapter 7/13) or collections regulatory frameworks (FDCPA, FCRA)
• Prior experience working with Legal or Compliance teams in an operational capacity
• Exposure to AI-assisted workflow tools and willingness to contribute to process automation initiatives

• Manage and resolve regulatory, legal, and compliance-related client cases received via web channel, ensuring timely and accurate responses in accordance with applicable laws and internal policies
• Handle bankruptcy and collections cases, including processing proofs of claim, communicating with trustees and counsel, and updating account records in line with court orders and legal requirements
• Process Data Subject Access Requests (DSARs) and other privacy-related inquiries in compliance with applicable data protection regulations (e.g., GDPR, CCPA), maintaining strict confidentiality
• Provide clients with legal account data per their request for account review, ensuring all disclosures are accurate, complete, and handled in accordance with legal and regulatory standards
• Manage deceased account cases with sensitivity and care, working with next of kin, executors, and legal representatives to resolve accounts appropriately
• Respond to regulatory and legal correspondence, including escalations from government bodies, law firms, and compliance agencies, ensuring all communications are professional, accurate, and escalated where necessary
• Collaborate with Legal and Compliance teams to interpret regulatory requirements and apply them to individual case handling decisions
• Maintain accurate and detailed case documentation in Zendesk, Jira, and internal admin systems, ensuring full audit trails and compliance records
• Identify patterns, risks, or recurring issues within case types and proactively flag to the RRM Team Lead for process improvement consideration
• Support automation and tooling initiatives while exercising strong human oversight on risk-sensitive determinations
• Meet individual and team SLAs, quality benchmarks, and compliance standards consistently

Applications are accepted on an ongoing basis unless a specific deadline is stated. Applicants may redact or remove information identifying age, date of birth, or educational attendance/graduation dates. The company considers qualified applicants with criminal histories consistent with the San Francisco Fair Chance Ordinance. Kraken is an equal opportunity employer and does not tolerate discrimination or harassment based on protected characteristics as outlined by law.