Client Engagement Ops Analyst - Regulatory Risk Management at Kraken.com

BUILDING THE FUTURE OF CRYPTO  Our Krakenites are a world-class team with crypto conviction, united by our desire to discover and unlock the potential of crypto and blockchain technology. What makes us different? Kraken is a mission-focused company rooted in crypto values. As a Krakenite, you’ll join us on our mission to accelerate the global adoption of crypto, so that everyone can achieve financial freedom and inclusion. For over a decade, Kraken’s focus on our mission and crypto ethos has attracted many of the most talented crypto experts in the world. Before you apply, please read the Kraken Culture [Upgrade to PRO to see link] page to learn more about our internal culture, values, and mission. We also expect candidates to familiarize themselves with the Kraken app. Learn how to create a Kraken account here [Upgrade to PRO to see link] As a fully remote company, we have Krakenites in 70+ countries who speak over 50 languages. Krakenites are industry pioneers who develop premium crypto products for experienced traders, institutions, and newcomers to the space. Kraken is committed to industry-leading security [Upgrade to PRO to see link] crypto education [Upgrade to PRO to see link] and world-class client support [Upgrade to PRO to see link] through our products like Kraken Pro [Upgrade to PRO to see link] Desktop [Upgrade to PRO to see link] Wallet [Upgrade to PRO to see link] and Kraken Futures [Upgrade to PRO to see link] Become a Krakenite and build the future of crypto! PROOF OF WORK THE TEAM The Regulatory Risk Management (RRM) team sits within Client Engagement Operations and serves as the frontline for the company’s most sensitive and legally complex client matters. Our team manages regulatory inquiries, bankruptcy proceedings, collections, legal account data requests, data subject access requests (DSARs), legal correspondence, deceased account handling, and compliance-driven case types. The work we do directly protects the business and our clients, requiring precision, sound judgment, and a strong understanding of regulatory obligations. As an RRM Specialist, you will manage a portfolio of regulatory and risk-sensitive client cases from intake through resolution. You will work closely with Legal, Compliance, and senior leadership to ensure all cases are handled accurately, within required timeframes, and in line with applicable regulations. This is a high-impact, detail-oriented role that requires strong written communication skills and the ability to exercise independent judgment in complex situations. THE OPPORTUNITY - 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 throughout - 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 the 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 SKILLS YOU SHOULD HODL - Experience in a regulatory, legal operations, compliance, or risk management role within a 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 the 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 HAVES - 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 Unless a specific application deadline is stated in the job posting, applications are accepted on an ongoing basis. Please note, applicants are permitted to redact or remove information on their resume that identifies age, date of birth, or dates of attendance at or graduation from an educational institution. We consider qualified applicants with criminal histories for employment on our team, assessing candidates in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Kraken is powered by people from around the world and we celebrate all Krakenites for their diverse talents, backgrounds, contributions and unique perspectives. We hire strictly based on merit, meaning we seek out the candidates with the right abilities, knowledge, and skills considered the most suitable for the job. We encourage you to apply for roles where you don't fully meet the listed requirements, especially if you're passionate or knowledgable about crypto! We may ask candidates to complete job-related skills or work-style assessments as part of our hiring process. These assessments are designed to evaluate competencies relevant to the role and are applied consistently across candidates for similar positions. Assessment results are considered alongside other relevant information, such as experience and interviews, and are not the sole basis for any employment decision. As an equal opportunity employer, we don’t tolerate discrimination or harassment of any kind. Whether that’s based on race, ethnicity, age, gender identity, citizenship, religion, sexual orientation, disability, pregnancy, veteran status or any other protected characteristic as outlined by federal, state or local laws.  Stay in the know Follow us on Twitter [Upgrade to PRO to see link] Learn on the Kraken Blog [Upgrade to PRO to see link] Connect on LinkedIn [Upgrade to PRO to see link] Candidate Privacy Notice [Upgrade to PRO to see link]