Analyst, Level 1 (Member Interactions), Continuous KYX

You will ensure businesses across the UK stay safe and compliant by providing round-the-clock support with security reviews. You will communicate with members over outbound calls, gather the information needed to complete periodic and event-driven account reviews, and perform basic due diligence before passing refined information to the right team. You will help customers understand what is required of them, keep them informed throughout the ongoing KYC review process, and deliver a great experience over calls, chats and emails. You will handle escalations that require a call to the member, resolve queries and complaints, stay up to date on topics supported by member-facing teams, liaise with different departments to keep the review process smooth, and support new team members along with common back-office tasks.

Responsibilities

• Communicate with members over phone during outbound calls
• Gather required information over calls to complete periodic and event-driven account reviews
• Perform basic due diligence and pass refined information to the correct team
• Guide customers through the ongoing KYC review process and keep them informed
• Provide excellent customer experience over calls, chats and emails
• Handle escalations from the KYX teams that require a call to the member
• Resolve customer queries or complaints and direct them to the right department
• Stay up to date on topics supported by member-facing teams
• Liaise with different departments to ensure a smooth account review process
• Support new team members and assist with common back-office tasks

Requirements

• At least 1.5 years of experience in international customer support on inbound or outbound phone lines
• Very good verbal and written English communication skills (at least C1 level)
• Comfortable using tools like Kustomer, GSuite and Jira
• Strong organisational skills
• Experience with a fintech, start-up or fast-growing tech company preferred
• Exposure to KYC or due diligence is a plus

Benefits

• Vitality Health Insurance with a focus on mental and physical wellbeing
• 25 days holiday
• Professional learning and development budget every year
• Enhanced family-friendly leave
• 24 hours paid volunteering time off per year
• Flexible working options
• Sabbatical leave