Customer Operations Specialist (KYC)

As a Customer Operations Specialist (KYC) at GoCardless, your key responsibilities will include providing exceptional customer support, conducting onboarding verification checks, executing KYC checks, screening customers against sanctions lists, and improving operational processes. You'll be the go-to person for addressing customer inquiries and ensuring compliance with both internal and external regulations!

To qualify for the Customer Operations Specialist (KYC) role at GoCardless, you should have relevant experience in customer support or a KYC-related field, fluency in English, strong attention to detail, and effective communication skills. Familiarity with tools like Zendesk and understanding of anti-money laundering regulations will be advantageous.

The Customer Operations Specialist (KYC) position at GoCardless is primarily onsite in our Riga office, although there's flexibility to work remotely one day a week. We foster a collaborative environment while providing options for a balanced work-life experience.

The working hours for the Customer Operations Specialist (KYC) role at GoCardless are Monday to Friday, from 10:00 AM to 7:00 PM. Please note that as our operations serve customers globally, availability on bank holidays may also be required.

At GoCardless, benefits for Customer Operations Specialists (KYC) include a competitive salary, generous holiday allowance, wellness days, medical cover, and equity options. You’ll also have access to training programs and opportunities to support your personal development!

When discussing your KYC experience, focus on specific instances where you successfully carried out customer verifications and compliance checks. Highlight any tools or methodologies you used, and emphasize your attention to detail and understanding of regulations to assure your competencies.

Answer this by sharing a time when you handled a difficult customer scenario. Emphasize your ability to remain calm, listen actively, and communicate clearly to resolve issues. Mention strategies you use to preempt customer concerns and build trust.

You should articulate your familiarity with AML principles, criminal financing tactics, and reporting obligations. Discuss how your knowledge helps you identify potential risks and adhere to best practices in KYC checks.

Outline your approach of empathizing with the customer’s frustration, clearly communicating the reasons for the delay, and outlining the steps you are taking to expedite their case. Express your commitment to solving the issue while keeping your tone professional and friendly.

Mention specific tools such as Zendesk, LexisNexis, and Looker. Elaborate on how you’ve used these technologies to streamline processes, manage customer inquiries, or conduct screenings, and how comfortable you are in learning new software.

Share a concrete example where you identified a bottleneck or inefficiency in a process, discussed it with your team, and implemented a solution. Highlight the outcomes of your changes and how they positively impacted the team or customer experience.

Discuss how you assess urgency and importance, potentially using tools or methods like to-do lists or prioritization matrices. Explain how you maintain effectiveness while providing high-quality customer service.

Share your passion for helping customers navigate complex systems and ensuring compliance. Explain how you find fulfillment in solving problems and contributing to a company's mission of integrity and reliability.

Explain your strategies for keeping current, which may include attending workshops, subscribing to compliance newsletters, participating in webinars, or engaging with professional networks. Mention how this knowledge enhances your performance.

Describe your approach of breaking down the information into simple, relatable terms and using analogies or examples. Stress the importance of patience and clarity in helping customers feel at ease with technical subjects.