Customer & KYC Specialist

This role is part of the Customer Operations group at GoCardless and is responsible for supporting customers and carrying out Customer & KYC responsibilities. The role involves conducting KYC checks, providing excellent customer service, troubleshooting customer queries, and eventually blending KYC and customer skills. It offers opportunities for career development and growth in areas such as AML analysis, senior customer support, and potential management roles. The role requires strong attention to detail, proactive problem-solving skills, and the ability to work in a fast-paced fintech environment.

• Support Partners and Developers in using the GoCardless product
• Support customers through various channels, ensuring a world-class customer experience
• Conduct onboarding checks and ensure compliance with local and global KYC requirements
• Handle KYC escalations and screening queries from colleagues
• Supervise during the night shift, delegate tasks, monitor team performance, and assist the team when required
• Assist with training and development
• Conduct enhanced due diligence on GoCardless customers and identify risks
• Perform politically exposed (PEP), Sanctions, and Adverse media screening
• Work on projects to improve the customer experience and enable team scaling
• Provide flawless English communication via email or phone to support customers
• Pay attention to detail and complete tasks
• Proactively anticipate and solve problems
• Keep calm under pressure
• Learn API programming
• Understand the importance of anti-money laundering and counter-terrorist financing
• Collaborate with internal stakeholders and uphold product and compliance requirements

• Previous experience working in a Customer support and/or KYC role
• Flawless command of English and strong communication skills
• Ability to provide excellent customer service via email or phone
• Strong attention to detail and ability to see tasks through to completion
• Proactive and creative problem solver
• Ability to remain calm under pressure
• Knowledge of API programming
• Understanding of anti-money laundering and counter-terrorist financing
• Ability to work with internal stakeholders and uphold product and compliance requirements

• 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 arrangements
• 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