About this role
About The Role:
At Paysend, trust isn't just a value - it's the product. Every cross-border payment we process depends on knowing exactly who our customers are, and that's where you come in. As a KYC Agent, you'll be on the front line of keeping our platform safe, compliant, and one step ahead of financial crime - all while helping millions of people move money across the world with confidence.
If you have a sharp eye for detail, enjoy solving puzzles other people miss, and want your work to have a real, measurable impact on a fast-growing global fintech, we want to hear from you.
What You'll Do (Responsibilities):
This role will help reduce our risk exposure by verifying the identities of new customers and preventing individuals from using Paysend for illegal transactions.
Review new customer accounts and verify their identities
Assess the risks associated with customers
Study trends and evaluate customer behaviour
Raise any issues with the KYC supervisor and manager
Stay up to date with the KYC guidelines
Reduce KYC Onboarding wait time - handle customer interactions effectively, helping to adhere to SLAs
Improve the CSAT of the team - Ensure communications with customers are accurate and explanatory in a way that customers fully understand and comprehend our decisions.
What You’ll Need To Be Successful In This Role:
CS Experience: Background working in a Customer Support environment
Regulatory Awareness: Solid awareness of KYC, Financial Crime, and Anti-Money Laundering (AML) processes and procedures
Analytical & Critical Thinking: Excellent observational and analytical skills with a strong critical thinking mindset to spot discrepancies
Communication & Decision-Making: Strong verbal and written communication skills paired with sound, confident decision-making
Desired Skills & Experience (Not Essential):
Hands-on experience working directly in KYC or AML
Prior experience working within a FinTech or Financial Services company
Working knowledge of Zendesk (or a similar CRM platform)
Why Join Paysend?
Make a Global Impact:
Join a company that is transforming how people and businesses move money around the world. Your work will contribute to products and services that help millions of customers stay connected globally.
Own Meaningful Outcomes:
We empower our people to take ownership, make decisions, and drive real impact. You'll have the opportunity to shape solutions, challenge the status quo, and see the results of your work firsthand.
Grow with Us:
As a fast-growing global fintech, we offer opportunities to learn, develop new skills, take on new challenges, and advance your career across functions and geographies.
Collaborate with Exceptional People:
Work alongside talented colleagues from diverse backgrounds and disciplines who are united by a shared ambition to build, innovate, and deliver great outcomes for our customers.
Move Fast and Make Things Happen:
We value action, curiosity, and continuous improvement. You'll be part of a culture that encourages experimentation, embraces change, and focuses on delivering meaningful results.
Be Part of Our Journey:
We're building the future of the global money movement. Join us at an exciting stage of growth where your ideas, expertise, and contributions can help shape what's next.