Customer & KYC Representative (English speaking)

This role is part of the Customer Operations group and is responsible for supporting customers and carrying out Customer & KYC responsibilities such as carrying out KYC checks, providing an excellent level of service by owning customer queries relating to product usage, general enquiries and troubleshooting. The role offers the opportunity to develop and master essential skills in both customer support and KYC, making it an excellent career path in the fast-paced fintech industry. There are also potential opportunities for development and growth into other pathways such as AML Analysis, senior customer support, and management roles.

• 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 and world-class customer service
• Analyze and report product issues and represent customer voice across the company
• Guide customers in using the dashboard and explain the benefits of products through valuable discussions
• Monitor customer complaints on social media and offer assistance
• Ensure compliance with local and global KYC requirements and deliver high-quality KYC reviews
• Prevent money laundering and terrorist financing by catching and reporting misuse of the GoCardless platform
• Perform politically exposed persons (PEP), sanctions, and adverse media screening
• Identify opportunities to upskill team members and proactively share knowledge
• Support customers via email and phone with flawless command of English
• Handle a high volume of calls and emails and consistently meet targets
• Pay attention to detail and complete tasks thoroughly
• Learn quickly and adapt to complexity and technical products
• Follow processes accurately and challenge them when necessary

• Carry out KYC checks and provide excellent customer service
• Support customers by addressing queries and troubleshooting
• Develop and master essential skills in customer operations and KYC
• Have the potential for career growth in areas such as AML analysis, senior customer support, and management opportunities
• Work onsite in Riga, Latvia with the option to work 1 day a week from home
• Follow a standard shift pattern or a rotational shift pattern
• Demonstrate a willingness to work on some bank holidays
• Be the first point of contact for customer queries and provide phone and email support
• Analyze and report product issues and represent customer voice across the company
• Guide customers in using the dashboard and explaining the benefits of the products
• Monitor customer complaints on social media and provide assistance
• Ensure compliance with local and global KYC requirements
• Prevent money laundering and terrorist financing by catching bad actors
• Perform politically exposed persons (PEP), sanctions, and adverse media screening
• Identify opportunities to upskill team members and share knowledge
• Have a flawless command of English and communicate clearly in speaking and writing
• Handle a high volume of calls and emails and consistently meet targets
• Have strong attention to detail and see tasks through to completion
• Learn quickly and comfortable with complexity and technical products
• Follow processes and challenge them when necessary

• Wellbeing - dedicated support and medical cover
• Work away scheme - ability to work away from country of residence for up to 90 days in any 12 month period
• Adaptive Working - flexible work schedule
• Equity - all permanently employed GCs receive equity
• Parental leave - available for all employees
• Time off - generous holiday allowance, 3 annual volunteer days, 4 annual business-wide wellness days (‘GC Fridays’)
• Diversity & Inclusion - commitment to building a diverse team with a multitude of perspectives, experiences, and backgrounds
• Sustainability - commitment to reducing environmental impact and creating positive change on the natural world