Customer & KYC Representative (French, Spanish speaking)

The job overview for this role is that it is part of the Customer Operations group and is responsible for supporting customers and carrying out Customer & KYC responsibilities. The role involves providing excellent customer service, owning customer queries, troubleshooting, and carrying out KYC checks. It is a fast-paced role in the fintech industry with opportunities for career development and growth into various pathways within Customer Operations. The role requires strong communication skills, attention to detail, and the ability to work in a 24x7 operation.

• Support customers and carry out Customer & KYC responsibilities such as KYC checks, providing excellent customer service, and troubleshooting.
• Blend KYC and customer skills to develop essential skill sets in the fintech industry.
• Analyze and report product issues and represent customer voice across the company.
• Guide customers in using the dashboard and explaining the benefits of products.
• Monitor customer complaints on social media and provide assistance.
• Ensure compliance with local and global KYC requirements and perform PEP, Sanctions, and Adverse media screening.
• Stop bad actors by preventing money laundering and terrorist financing.
• Identify opportunities to upskill team members and share knowledge.
• Deliver against challenging KPIs and serve growing markets as GoCardless expands globally.
• Learn and grow a career in KYC and customer support.
• Communicate clearly in English, French, and/or Spanish.
• Provide customers with a great experience.
• 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 handle complexity and technical products.
• Follow processes accurately and challenge when necessary.

• Excellent communication skills in English, both written and spoken
• Ability to provide phone and email support to customers globally
• Analytical skills to analyze and report product issues and represent customer voice
• Knowledge of KYC (Know Your Customer) requirements and ability to deliver high-quality KYC reviews
• Understanding of regulatory obligations to prevent money laundering and terrorist financing
• Experience in performing politically exposed persons (PEP), sanctions, and adverse media screening
• Willingness to upskill other team members and share knowledge
• Interest in KYC and customer support with a desire to grow in this field
• Fluent in French and/or Spanish, both written and spoken
• Strong attention to detail and ability to complete tasks
• Ability to handle a high volume of calls and emails and meet targets
• Quick learner and comfortable with complexity and technical products
• Ability to follow processes accurately and challenge when necessary.

• Wellbeing - dedicated support and medical cover
• Work away scheme - opportunity 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