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 75,000+ organisations and counting, processing more than $30 billion across 30 countries. We’re an award-winning London based fintech, with additional offices in Riga, Paris and Melbourne.

We are looking for an enthusiastic, and detail-oriented Customer & KYC Specialist. 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 - 19:00

We are a 24x7 operation serving customers around the globe, therefore the role requires work on bank holidays.

What excites you 

As a Customer & KYC Specialist, you will:

• Support GoCardless partners and their developers with queries related to their API integrations with GoCardless products
• Support GoCardless customers by phone & email, 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 have previous experience working in a Customer support and/or KYC-related role
• 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 understand the importance of anti-money laundering and counter-terrorist financing
• 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, Intercom, or Looker is preferred
• An interest or basic experience in coding languages such as PHP, .NET, Java, Ruby, and Python is desirable

Salary Range: €1440 - €2000 monthly (Gross)

We don’t expect you to meet every requirement. If you’re excited by this role, we encourage you to apply.

• 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
• Adaptive Working - allows you to work flexibly, around your lifestyle
• 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’)

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.

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 ‘GeeCee’s’ 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 June 2023;

42% identify as women

28% identify as Black, Asian, Mixed or Other

9% identify as LGBTQIA+

9% identify as neurodiverse

2% identify as disabled

We’re rooting for you during your application and GoCardless aims to provide reasonable adjustments to make our recruitment process as remarkable and accessible as we can. Please speak to your Talent Partner if you need extra support.

If you want to learn more, you can read about our Employee Resource Groups and objectives here as well as our latest D&I Report 

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.