Hybrid Customer Care & Compliance Specialist

Ria Money Transfer; Alcobendas; Hybrid; EUR 24,000 - 42,000; Full time

Benefits offered by this job

Employee Stock Purchase Plan

Hybrid Work Schedule

Tuition Assistance

Corporate gatherings

Job summary

Ria Money Transfer in Madrid is seeking a Customer Care Representative to join the Transaction Review Group. You will be the first line of compliance, handling inquiries from customers and agents with empathy and clear communication, while resolving issues and supporting a compliant customer experience.

The role blends Transaction Review analysis with customer care, including conducting interview-based assessments for fraud, money-laundering checks, and regulatory compliance.

Qualifications

• Bachelor's degree or equivalent.
• 1+ years in call center or compliance roles.
• Fluent in English and German.

Responsibilities

• Resolves inquiries related to compliance via Phone, system email and internal system (FxClient).
• Perform interviews (create fraud questionnaire and fraud ID).
• Release or cancel transactions.
• Unblock Customers.
• Guide agent and customer about compliance rules.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and escalating the issue if necessary.
• Recommend changes by collecting customer information and analyzing needs.
• Contributes to the TRG team by assisting in department goals.
• Keep up to date with changes relevant to your position.
• Follows all internal procedures and policies.
• Completes assigned tasks and shift responsibilities daily.
• Maintains customer satisfaction at high levels.
• Ensure the quality of call standards are met for the department.

Skills

Customer service

Communication

Compliance knowledge

German language

English language

MS Office

Education

Bachelor's degree

Tools

MS Office

Internet Explorer

Job description

Ria Money Transfer in Madrid is seeking a Customer Care Representative to join the Transaction Review Group. You will be the first line of compliance, handling inquiries from customers and agents with empathy and clear communication, while resolving issues and supporting a compliant customer experience.

The role blends Transaction Review analysis with customer care, including conducting interview-based assessments for fraud, money-laundering checks, and regulatory compliance.