KYC Specialist

GoCardless is a global bank payment company. Over 100,000 businesses, from start-ups to household names, use GoCardless to collect, manage and send bank payments through Direct Debit, real-time payments and open banking. With US$130bn+ processed annually across 30+ countries, we handle recurring and one-off payments without the chasing, stress, or expensive fees. Our end-to-end payment platform also features AI-powered solutions to improve payment success and reduce fraud, alongside connections to over 350 platforms businesses use everyday. We are headquartered in the UK, with teams and operations spanning North America, Europe and Asia-Pacific. This role is part of the international Customer Operations group. In this role, you will be responsible for onboarding and verifying new GoCardless customers, as well as conducting Customer Due Diligence reviews for existing clients, ensuring all processes are both compliant and customer-centric. As a senior member of the Customer Operations team, the KYC Specialist will also act as a primary escalation point for compliance-related issues, both within the team and across other departments.

Responsibilities

Onboarding and verifying new GoCardless customers; Conducting Customer Due Diligence reviews for existing clients; Ensuring all processes are both compliant and customer-centric; Acting as a primary escalation point for compliance-related issues within the team and across other departments; Reviewing Adverse Media, PEP and Sanctions screening escalations and providing detailed risk assessments and recommendations; Upskilling other team members, sharing knowledge, and proposing process improvements; Supporting merchants during onboarding and verification stages; Handling internal escalations to relevant teams such as potential fraud, ML/TF activities, and complex cases; Collaborating with teams such as AML Financial Crime and Customer Success to create a seamless onboarding experience; Conducting due diligence checks on new and existing merchants in accordance with internal and external requirements

Requirements

Verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone; Previous experience in KYC or AML; Detail-oriented with the ability to work efficiently in a fast-paced environment; Care deeply about providing customers with a great experience while keeping calm under pressure; Comfortable working with internal stakeholders at all levels, upholding our core product & compliance requirements with a problem-solving approach

Nice to have

Prior experience using tools like Zendesk; Looker; Lexis Nexis

Benefits

Wellbeing - dedicated support and medical cover; Work away scheme - work away from country of residence for up to 90 days in any 12 month period; Adaptive Working - flexible working around lifestyle; Parental leave; Learning Budget - annual learning budget; Time off - generous holiday allowance, 3 annual volunteer days, 4 annual business-wide wellness days (‘GC Fridays’)