Bilingual Customer & KYC Representative (English + French)

GoCardless is on a mission to become the world’s bank payment network. Customer Operations is set to play a vital role in the business’s ambition to reach this goal. This role is vital to the successful delivery of the company's objectives and ensuring we’re supporting our Customers’ journey from day one.

If you’re eager to make your mark and are looking for an exciting challenge, this may be your role. You’ll be working closely with our customers and touching base with a variety of teams and stakeholders within GoCardless. You’ll also have the opportunity to develop your communication, operational, and prioritisation skills. Though you will be expected to hit the ground running, you’ll be part of a dedicated team that’s well-established and has a focus on developing careers. To that end, before you start, there's paid training, an induction, and a thorough onboarding process, so you get comfortable with the GoCardless product. If you’re happy working in a fast-paced environment where the work is varied and challenging, then this is the role for you.

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This role is part of the Customer Operations group where you'll be responsible for supporting customers by providing an excellent level of customer service regarding product usage, general enquiries and troubleshooting and carrying out KYC checks.

While setting up this team, we will begin by dedicating the team to tasks related to customers or KYC. The role is expected to eventually blend KYC and customer skills, making it an excellent career path in Customer Operations as both are very essential skills in fast-paced fintech. Not only will it allow for two essential skill sets to be developed and mastered that are key for the fintech industry but it will allow for development and growth into a multitude of pathways such as AML Analysis, senior customer support and potential management opportunities.

Location

Fully remote, from anywhere in the UK

Working hours

• Monday-Friday 8 am - 5 pm

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

What excites you 

As a Customer & KYC Representative, you will:

• Be the first point of contact for our customers regarding any queries and provide phone & email support to our customers globally.
• Take ownership and provide world-class customer service to our customers.
• Analyse and report product issues and represent customer voice across the company.
• Guide our customers to use our dashboard and explain the benefits of our products by having valuable discussions with them.
• Monitoring customer complaints on social media and reaching out to provide assistance.
• Ensure that our local and global KYC (Know your Customer) requirements are met while ensuring new and existing customers have a seamless experience by delivering high quality KYC reviews.
• Stop the bad actors by ensuring we’re catching those that we believe are misusing the GoCardless platform. It is our regulatory and moral obligation to prevent money laundering and terrorist financing.
• Perform politically exposed persons (PEP), Sanctions and Adverse media screening.
• Identify opportunities to upskill other team members and proactively share knowledge.

We are about customer experience, speed and quality. We have challenging KPIs that we work hard to deliver against and growing markets to serve as GoCardless expands globally.

What excites us 

• You have a previous experience in customer support and/or KYC and want to learn and grow your career in this space.
• English and French are the languages that you speak and write freely in.
• You are happy to support customers via email and over the phone.
• Ability to handle a high volume of calls and emails and be able to consistently meet targets.
• You love helping people and 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 learn quickly and are comfortable with complexity and a technical product.
• You’re able to follow processes through and challenge these where they can be improved.
• You can work fast and keep calm under pressure.
• Prior experience using tools like Zendesk, Intercom or Looker is desirable.

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