What are the responsibilities and job description for the Customer & KYC Specialist position at GoCardless?
The Role
We are looking for an enthusiastic, and detail-oriented Customer & KYC Specialist. The primary responsibilities of the role are to deliver an exceptional level of service by taking ownership of customer queries related to product usage, general inquiries and troubleshooting and to carry out KYC-related checks.
Location
Onsite - Riga, Latvia (Novira Plaza, Marijas iela 2a). Office-based position with the opportunity to work 1 day a week from home.
Working hours
Monday - Friday 10:00 - 19:00
We are a 24x7 operation serving customers around the globe, therefore the role requires work on bank holidays.
What excites you
As a Customer & KYC Specialist, you will:
- Support GoCardless partners and their developers with queries related to their API integrations with GoCardless products
- Support GoCardless customers by phone & email, ensuring the delivery of a world-class customer experience
- Conduct customer onboarding verification checks & monitor existing customer base in compliance with internal and external regulations
- Conduct screening of customers against sanctions lists, presence of negative information, and relation to PEP
- Accompany customers during their onboarding at GoCardless by executing KYC checks and addressing queries as a part of the daily customer verification process
- Support team's training and development
- Take ownership and give expertise in complex cases, take the lead in process improvements, and provide guidance and knowledge for more junior team members
What excites us
- You have previous experience working in a Customer support and/or KYC-related role
- You are fluent in English, can communicate clearly when speaking and writing
- You are happy to support customers via email and over the phone
- You care deeply about providing customers with a great experience
- You take pride in having strong attention to detail and always see tasks through to completion
- You're proactive, can pre-empt issues, and are a creative problem solver
- You have the ability to keep calm under pressure
- You have the ability to learn API programming
- You understand the importance of anti-money laundering and counter-terrorist financing
- You're comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach
- Prior experience using tools like Zendesk, Intercom, or Looker is preferred
- An interest or basic experience in coding languages such as PHP, .NET, Java, Ruby, and Python is desirable
Salary Range: €1440 - €2000 monthly (Gross)