GoCardless are here to support you and we’re committed to making the hiring process inclusive and accessible for everyone. If you need extra support or any adjustments made, please reach out to your Talent Partner.
Remember, we don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.
About us
At GoCardless we believe bank payments are the best way to pay and get paid. We also believe that bank account data is a powerful tool to make better, faster decisions. We’re making it easy to use both- for businesses everywhere. GoCardless is used for domestic and international payments by 85,000+ organisations and counting, processing more than $30 billion across 30 countries. We are headquartered in the UK, with additional offices in Australia, France, Latvia and the United States.
The Role
We are looking for an enthusiastic, and detail-oriented Customer Operations Specialist (KYC). The primary responsibilities of the role are to deliver an exceptional level of service by taking ownership of customer queries related to product usage, general inquiries and troubleshooting and to carry out KYC-related checks.
Location
Onsite - Riga, Latvia (Novira Plaza, Marijas iela 2a). Office-based position with the opportunity to work 1 day a week from home.
Working hours
Monday - Friday 10:00 - 19:00We are a 24x7 operation serving customers around the globe, therefore the role requires work on bank holidays.
What excites you
As a Customer Operations Specialist (KYC), you will:
- Support GoCardless partners and their developers with queries related to their API integrations with GoCardless products
- Support GoCardless customers mainly by email, at times also via phone, ensuring the delivery of a world-class customer experience
- Conduct customer onboarding verification checks & monitor existing customer base in compliance with internal and external regulations
- Conduct screening of customers against sanctions lists, presence of negative information, and relation to PEP
- Accompany customers during their onboarding at GoCardless by executing KYC checks and addressing queries as a part of the daily customer verification process
- Support team's training and development
- Take ownership and give expertise in complex cases, take the lead in process improvements, and provide guidance and knowledge for more junior team members
What excites us
- You understand the importance of anti-money laundering and counter-terrorist financing
- You have previous experience working in a Customer support and/or KYC-related role, junior AML officer
- You are fluent in English, can communicate clearly when speaking and writing
- You are happy to support customers via email and over the phone
- You care deeply about providing customers with a great experience
- You take pride in having strong attention to detail and always see tasks through to completion
- You're proactive, can pre-empt issues, and are a creative problem solver
- You have the ability to keep calm under pressure
- You have the ability to learn API programming
- 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, LexisNexis, or Looker is preferred
Salary Range - the expected base salary range for this position is between €1700 - €2100 monthly (gross)Base salary ranges may vary and are determined by things like geography, level of experience, interview assessment and parity between you and fellow employees at GoCardless doing similar work. Please note that whilst we strive to offer competitive compensation, there is no guarantee that an offer will reach the upper limit of the stated range.
(some of) The good stuff
- Wellbeing - stay healthy with dedicated support and medical cover
- Work away scheme -you can apply to work away from your country of residence for up to 90 days in any 12 month period (in accordance with our work away policy)
- Adaptive Working - Our hybrid workplace model fosters collaboration and flexibility, with in-office days determined at team level
- Equity -all permanently employed GeeCees receive equity so we can share in the success we achieve together
- Parental leave -to suit everyone embarking on life's great adventure
- Time off - generous holiday allowance, + 3 annual volunteer days, + 4 annual business-wide wellness days (‘GC Fridays’)
Life at GoCardless
We're an organisation defined by our values; We
start with why
before we begin any project, to ensure it’s aligned with our mission. We
make it happen, working with urgency and taking personal accountability for getting things done. We
act with integrity
, always. We
care deeply
about what we do and we know it's essential that we
be humble
whilst we do it. Our Values form part of the GoCardless DNA, and are used to not only help us nurture and develop our culture, but to deliver impactful work that will help us to achieve our vision.
Diversity & Inclusion
We’re building the bank payment network of the future and our ambition is to move money anywhere, for anything, for anyone. If we’re going to achieve this goal, we need to build a team of ‘GeeCees’ that is as wonderfully diverse as the world we live in - with a multitude of perspectives, experiences & backgrounds.We’ve got a long way to go, but here’s how we’re doing as of July 2024;
45% identify as women
23% identify as Black, Asian, Mixed or Other
10% identify as LGBTQIA+
9% identify as neurodiverse
2% identify as disabled
If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latestD&I Report
Sustainability
We’re committed to reducing our impact on the environment, leaving a more sustainable world for future generations. In 2021 we became co-founders of the Tech Zero coalition, a group of businesses committed to taking climate action as part of the UNFCCC Race to Zero. We aim to reduce our impact and to create positive change on the natural world. Check out our sustainability action plan here. Find out more about Life at GoCardless via Twitter, Instagram and LinkedIn.
