Head of Onboarding

Head of Onboarding

Location:

Puerto Rico

Employment Type:

Full-time

Arival Bank is a US-licensed and regulated digital bank serving global SMEs and individual clients. We provide technology-driven banking solutions designed to support modern businesses and individuals operating internationally.

Arival Bank is looking for an experienced Head of Onboarding to lead and improve the end-to-end onboarding process for business and individual customers.

This role will be responsible for the effectiveness, quality, scalability, and customer experience of the onboarding process — from receiving an application and collecting documentation through completion of all required reviews and handover for account opening.

The Head of Onboarding will manage the Customer Onboarding team and work closely with Compliance, BSA/AML, Risk, Operations, Product, Technology, Sales, and Customer Experience.

The role coordinates the onboarding process and prepares cases for review but does not replace the independent decision-making authority of Compliance, BSA/AML, or Risk.

• Lead the end-to-end onboarding process for business and individual customers.
• Manage the Customer Onboarding team, including workload, priorities, capacity, performance, and development.
• Ensure that required KYC/KYB information and supporting documentation are collected, reviewed, and properly recorded.
• Monitor application volumes, turnaround times, pending documentation, backlogs, aged cases, and escalations.
• Coordinate complex or higher-risk cases with Compliance, BSA/AML, Risk, and Legal.
• Ensure that no case proceeds to account opening without the required approvals and clearances.
• Coordinate the handover of approved customers to Operations for account opening and service activation.
• Establish and monitor service levels, quality standards, operational controls, and onboarding performance indicators.
• Improve customer communication and reduce unnecessary delays, repeated document requests, and process bottlenecks.
• Conduct quality reviews and address recurring documentation, control, and process issues.
• Maintain regular communication with relevant internal stakeholders regarding onboarding priorities, complex cases, operational risks, and process improvements.
• Support audits, regulatory examinations, compliance testing, and remediation activities.
• Partner with Product and Technology to improve and automate onboarding workflows and systems.
• Provide management reporting on application volumes, conversion, turnaround times, backlog, quality, and operational risks.

• 7+ years of experience in customer onboarding, KYC/KYB operations, banking operations, AML operations, or another regulated financial-services environment.
• Previous experience leading an onboarding, KYC, AML operations, or customer-operations team.
• Strong knowledge of KYC, KYB, customer due diligence, beneficial ownership, sanctions, PEPs, adverse media, source of funds, and source of wealth.
• Experience onboarding companies, SMEs, individual customers, and complex legal structures.
• Experience managing workflows, service levels, backlogs, quality controls, and escalations.
• Experience working cross-functionally with Compliance, BSA/AML, Risk, Operations, Product, and Technology.
• Experience supporting audits, regulatory examinations, or remediation activities.
• Strong leadership, communication, analytical, and process-management skills.
• Fluent English.

• Experience with a US-regulated bank, digital bank, fintech, or payment institution.
• Experience onboarding international SMEs and customers with cross-border activities.
• Knowledge of BSA/AML, OFAC, CIP, and beneficial-ownership requirements.
• Experience with onboarding, identity-verification, screening, and case-management systems.
• Proven experience improving or automating onboarding processes.
• CAMS, ICA, or another relevant compliance qualification.
• Spanish language skills.

• Opportunity to lead and develop a critical customer-facing function within a regulated digital bank.
• Direct involvement in improving and scaling Arival Bank’s onboarding operations.
• Collaboration with international teams across Compliance, Operations, Product, Technology, and Customer Experience.
• Competitive compensation and benefits.
• Professional growth in a dynamic and international banking environment.