Customer Operations Representative

<div class="content-intro"><h3><strong>About Us at GoCardless</strong></h3> <p>GoCardless is a <strong>global bank payment</strong> company. Over <strong>100,000 businesses</strong>, from start-ups to household names, use GoCardless to collect and send payments through direct debit, real-time payments and open banking. </p> <p>GoCardless processes <strong>US$130bn+</strong> of payments annually, across <strong>30+ countries</strong>; helping customers collect and send both <strong>recurring</strong> and <strong>one-off payments</strong>, 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 <strong>2,500 banks</strong>, we help our customers make faster, more informed decisions.</p> <p>We are headquartered in the<strong> UK</strong> with offices in <strong>London</strong> and <strong>Leeds</strong>, and additional locations in <strong>Australia, France, Ireland, Latvia, Portugal</strong> and the <strong>United States.</strong></p> <p>At GoCardless, we're all about <strong>supporting you</strong>! We’re committed to making our hiring process <strong>inclusive</strong> and <strong>accessible</strong>. If you need extra support or adjustments, reach out to your <strong>Talent Partner</strong> — we’re here to help! </p> <p>And remember: we don’t expect you to meet every single requirement. If you’re excited by this role, <strong>we encourage you to apply!</strong></p></div><h3><strong>The role</strong></h3> <p>This fixed-term contract (12-months) 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.</p> <p>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. </p> <h3><strong>Working hours</strong></h3> <p>1) Core shift: Monday - Friday, 10 am - 7 pm </p> <p>2) Rotational shift: Monday - Sunday, through 4 days (4 days working - 4 days off etc) 8am-8pm</p> <p>We are a 24x7 operation and require our employees to demonstrate a willingness to work on some bank holidays. <strong>This is a 12-month FTC position.</strong></p> <p> </p> <h3><strong>What excites you </strong></h3> <ul> <li data-stringify-indent="0" data-stringify-border="0">Supporting our Merchants with queries related to GoCardless products and processes.</li> <li data-stringify-indent="0" data-stringify-border="0">Advising merchants on best practices to maximise their use of GoCardless.</li> <li data-stringify-indent="0" data-stringify-border="0">Managing internal escalations and collaborating with relevant teams to ensure swift resolution.</li> <li data-stringify-indent="0" data-stringify-border="0">Working closely with various internal departments to create a smooth and seamless onboarding experience for our customers.</li> <li data-stringify-indent="0" data-stringify-border="0">Performing due diligence checks on new and existing merchants, ensuring compliance with internal policies and external regulations.</li> </ul> <p> </p> <p><span style="font-size: 12pt;"><strong>What excites us </strong></span></p> <ul> <li>You are verbally fluent in English and can communicate clearly in writing to support customers via email or over the phone. </li> <li>You have experience working with customers.</li> <li>If you have previous experience in KYC or AML, though this is not a requirement.</li> <li>Detail-oriented with the ability to work efficiently in a fast-paced environment.</li> <li>You care deeply about providing customers with a great experien ... (truncated, view full listing at source)