About the role

Trine is at a point of significant growth in investors and therefore we are looking for candidates for our Investor Support role. In the role of Investor Support, you are the voice and ears of Trine, being the first point of contact for our investors in all support channels. This role encompasses investor onboarding including KYC, and continuing investor relation and investor support. As part of this role you can expect to interact with all areas of the business to ensure a great investor experience. Linked with that, there is a need to ensure you are able to learn and understand the financial products offered by Trine and to join external lead training in AML and KYC best practices. As Trine grows, we believe there is an opportunity for this role to grow into Investor Success or Finance and Loan Operations depending on the candidate.

You will report directly to Tristan Morgan, Head of Finance and Compliance and be placed in our Nairobi office.

Main responsibilities are:

Investors Relations and Support:

• Answer investor questions and concerns in a timely manner including requesting support from the wider business where necessary
• Ownership of investor technical issues and follow problems through to resolution typically with support from IT
• Plan, run and report investor surveys to support product development

KYC and AML Onboarding:

• Supporting investors through the onboarding steps including Know Your Customer (KYC) and Anti Money Laundering (AML) regulations
• Supporting investors on regular re-evaluation of KYC and AML steps
• Work with Head of Finance and Compliance in the case of high risk investors identified in onboarding or through transaction monitoring
• Attend regular AML and KYC training to maintain best practice

Product Improvement and Investor Success:

• Aggregate investor insights and present to the business to improve the products
• Support continuous improvement of investor support and investor onboarding function by working internally and with external service providers
• Ad-hoc Investor Success projects to increase revenue and reduce churn

About you

We believe you must have:

• Love to learn new things and thrive in an ever-changing environment
• Are truly interested in Trine and our investment product
• Have previous experience in Customer or Investor support, Investor Relations, Account Management or similar roles including KYC and AML
• Previous experience with Intercom (or similar customer support or investor relations tools)
• Previous experience in Finance, Accounting, Loan / Credit products or Crowdfunding
• Are ambitious, service-minded and hands-on
• Are diligent and understand the importance of accuracy and attention to detail when handling large financial transactions
• Have the ability to pick up and learn new digital tools and work with customer data
• Are fluent in English, both written and spoken

You might have:

• Experience in FinTech firms
• Skills in using Excel and other database tools
• Finance or investment related qualification
• Previous experience using task tracking tools such as ClickUp or Jira
• Previous experience working with firms based in the EU
• Have worked in a fast-paced, evolving environment and on multiple projects and tasks simultaneously