Customer & KYC Representative

The job overview for this role is that the Customer & KYC Representative will be the first point of contact for customers regarding any queries and will primarily provide phone and email support to customers globally. The role involves carrying out KYC checks, providing an excellent level of service by owning customer queries relating to product usage, general enquiries and troubleshooting, and ensuring that local and global KYC requirements are met. The successful candidate will have the opportunity to develop communication, operational, and prioritisation skills and will be part of a dedicated team that's well-established and has a focus on developing careers.

• Be the first point of contact for customers regarding any queries and provide phone and email support globally
• Take ownership of customer issues and provide efficient support while consistently delivering world-class customer service
• Analyze and report product issues and represent customer voice across the company
• Guide customers to use the dashboard and explain the benefits of products through valuable discussions
• Monitor customer complaints on social media and provide assistance
• Ensure local and global KYC requirements are met while delivering high-quality KYC reviews for new and existing customers
• Stop bad actors by catching those misusing the GoCardless platform and prevent money laundering and terrorist financing
• Perform politically exposed persons (PEP), sanctions, and adverse media screening
• Identify opportunities to upskill other team members and proactively share knowledge

• Provide phone and email support to customers globally
• Own customer queries relating to product usage, general enquiries, and troubleshooting
• Analyze and report product issues and represent customer voice across the company
• Guide customers to use the dashboard and explain the benefits of products
• Monitor customer complaints on social media and provide assistance
• Ensure local and global KYC (Know your Customer) requirements are met while delivering high-quality KYC reviews
• Stop bad actors by catching those misusing the GoCardless platform and prevent money laundering and terrorist financing
• Perform politically exposed persons (PEP), Sanctions and Adverse media screening
• Identify opportunities to upskill other team members and proactively share knowledge
• Have a flawless command of English and communicate clearly in speaking and writing
• Care deeply about providing customers with a great experience
• Handle a high volume of calls and emails and consistently meet targets
• Have strong attention to detail and always see tasks through to completion
• Learn quickly and be comfortable with complexity and a technical product
• Follow processes to the letter and challenge these where they can be improved
• Have a tremendous sense of urgency tempered by the ability to keep calm under pressure
• Previous experience working in a similar role in a contact center/customer support operations or KYC role is highly desirable
• Prior experience using tools like Zendesk, Intercom, or Looker is desirable