KYC Specialist Riga, Latvia

GoCardless; City of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A global payment company based in the United Kingdom is seeking a customer support specialist. In this role, you'll assist customers with KYC and compliance inquiries, providing essential support throughout the customer lifecycle. The ideal candidate has experience in KYC and is detail-oriented. This position offers opportunities for professional growth and a hybrid working model.

Benefits

Dedicated support and medical cover

Work from anywhere for up to 90 days

Equity participation

Generous holidays and wellness days

Qualifications

• Experience in customer service and support roles.
• Detail-oriented with a focus on compliance and regulatory standards.

Responsibilities

• Support customers with KYC and sanction screening.
• Collaborate with teams to enhance customer onboarding.
• Conduct due diligence checks in line with regulations.

Skills

Fluent in English

Experience in KYC or AML

Detail-oriented

Ability to work in a fast-paced environment

Problem-solving approach

Tools

Zendesk

Looker

Job description

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking.

GoCardless processes US$130bn+ of payments annually, across 30+ countries; helping customers collect and send both recurring and one-off payments, without the chasing, stress or expensive fees. We use AI-powered solutions to improve payment success and reduce fraud. And, with open banking connectivity to over 2,500 banks, we help our customers make faster, more informed decisions.

We are headquartered in the UK with offices in London and Leeds, and additional locations in Australia, France, Ireland, Latvia, Portugal and the United States.

At GoCardless, we're all about supporting you! We’re committed to making our hiring process inclusive and accessible. If you need extra support or adjustments, reach out to your Talent Partner — we’re here to help!

And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, we encourage you to apply!

The role

This role is part of the international Customer Operations group. In this role, you will be responsible for supporting GoCardless customers with a range of enquiries from the more general (Support & KYC) to more focused tasks such as sanction screening, accompanying Merchants during changes (e.g., acquisition operations, liquidations), acting as an escalation point for the rest of the Customer Operations team.

A KYC-oriented specialist uses their knowledge and expertise of AML, Financial Crime, and KYC to act as an escalation point for our Customer Operations team and support the team on daily verification and Customer service-related tasks.

Working hours

We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays.

What excites you

• Opportunities to upskill other team members, proactively share your knowledge with the team and propose process improvements.
• Supporting our Merchants with basic queries related to Customer Service during the whole lifecycle of the Merchant.
• Advise Merchants on best practices with the GoCardless product.
• Handle internal escalations to relevant teams, such as potential fraud, ML/TF activities, and complex cases.
• Collaborating with various teams, such as AML Financial Crime and Customer Success, to help make sure we’re creating a seamless onboarding experience for customers.
• Reviewing Adverse Media, PEP and Sanctions screening escalations and providing detailed risk assessments and recommendations.
• Conducting due diligence checks on new and existing Merchants in accordance with internal and external requirements.

What excites us

• You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone.
• You have previous experience in KYC or AML.
• Detail-oriented with the ability to work efficiently in a fast-paced environment.
• You care deeply about providing customers with a great experience while keeping calm under pressure.
• 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 or Looker is preferred, but not essential.

Base salary ranges are based on role, job level, location, and market data. Please note that whilst we strive to offer competitive compensation, our approach is to pay between the minimum and the mid-point (€ 1500- €1900 (gross)) of the pay range until performance can be assessed in the role. Offers will take into account the level of experience, interview assessment, budgets and parity between you and fellow employees at GoCardless doing similar work.

The Good Stuff!

• Wellbeing: Dedicated support and medical cover to keep you healthy.
• Work Away Scheme: Work from anywhere for up to 90 days in any 12-month period.
• Hybrid Working: Our hybrid model offers flexibility, with in‑office days determined by your team.
• Equity: All permanently employed GeeCees get equity to share in our success.
• Parental leave: Tailored leave to support your life's great adventure.
• Time Off: Generous holidays, 3 volunteer days, and 4 wellness days annually.

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 payment network of the future, and to achieve our goal, we need a diverse team with a range of perspectives and experiences. As of July 2024, here’s where we stand:

• 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 latest D&I Report

Sustainability at GoCardless

We’re committed to reducing our environmental impact and leaving a sustainable world for future generations. As co‑founders of the Tech Zero coalition, we’re working towards a climate‑positive future. Check out our sustainability action plan here.

Interested in building your career at GoCardless? Get future opportunities sent straight to your email.

LATVIA - Demographic Questions

The questions below are completely optional and are anonymous. You can proceed with your application without answering them. Your answers CANNOT be linked to you individually, and they have no impact on the hiring decisions we make. However, we’d appreciate you answering them and here’s why:

We’re committed to making GoCardless a place where everybody can thrive regardless of their background. Championing a diverse, inclusive workplace underpins our mission to build the world’s bank payment network.

We continually measure our efforts to ensure we’re on track, and that’s where you can help.
Want to find out more about D&I at GC? Take a look here.

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