Customer Operations Representative

2 weeks ago

Riga, Rīga, Latvia GoCardless Full time €1,300 - €1,700 per year
The role

This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general (Support & KYC) to more focused tasks such as sanction screening, accompanying Merchants during changes (e.g., acquisition operations, liquidations), acting as an escalation point for the rest of the Customer Operations team.

A KYC-oriented specialist uses their knowledge and expertise of AML, Financial Crime, and KYC to act as an escalation point for our Customer Operations team and support the team on daily verification and Customer service-related tasks.

Working hours

Monday - Friday, 10 am - 7 pm

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays. This is a 12-month FTC position.

What excites you
  • Opportunities to upskill other team members, proactively share your knowledge with the team and propose process improvements.
  • Supporting our Merchants with basic queries related to Customer Service during the whole lifecycle of the Merchant.
  • Advise Merchants on best practices with the GoCardless product.
  • Handle internal escalations to relevant teams, such as potential fraud, ML/TF activities, and complex cases.
  • Collaborating with various teams, such as AML Financial Crime and Customer Success, to help make sure we're creating a seamless onboarding experience for customers.
  • Reviewing Adverse Media, PEP and Sanctions screening escalations and providing detailed risk assessments and recommendations.
  • Conducting due diligence checks on new and existing Merchants in accordance with internal and external requirements.

What excites us

  • You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
  • You have previous experience in KYC or AML.
  • Detail-oriented with the ability to work efficiently in a fast-paced environment.
  • You care deeply about providing customers with a great experience while keeping calm under pressure.
  • 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 or Looker is preferred, but not essential.

Salary range: € 1300- € 1700 (gross)

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (€ 1300- € 1700 (gross)) of the pay range until performance can be assessed in the role. Offers will take into account the level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

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