Financial Crime & Customer Operations Specialist

Ramp Network; Warszawa; Híbrido; PLN 89 000 - 134 000; Tempo integral

Resumo da oferta

Ramp Network seeks a Financial Crime & Customer Operations Specialist to monitor real-time financial crime events and support users. This hybrid, shift-based role requires potential in-person training in Warsaw and covers evenings and nights across five days per week.

You will handle inquiries, troubleshoot issues, and collaborate with Development, Product, and Compliance to improve processes and fraud prevention measures while maintaining a strong customer-first approach.

Qualificações

• At least 1 year of experience in a customer support or compliance/monitoring role.
• Strong communication skills in English (B2 level or higher).
• Analytical mindset and attention to detail.
• Willingness to work evening/night shifts and attend in-person training.

Responsabilidades

• Promptly respond to customer inquiries via email, live chat, and social media.
• Troubleshoot and resolve onboarding, transaction, and technical issues for customers.
• Participate in internal process improvements and contribute to product and compliance initiatives.
• Collaborate with cross-functional teams to identify and resolve complex user-impacting issues.
• Monitor transactions, perform name screening and fraud alert management.
• Conduct Customer Due Diligence (CDD) checks to ensure regulatory compliance.
• Document processes and investigation outcomes accurately.
• Contribute to training and process improvements for better user experience.

Descrição da oferta de emprego

We’re seeking a Financial Crime & Customer Operations Specialist to join our team. This role is a hybrid of real-time financial crime monitoring and customer support, ensuring we keep our users safe and deliver an outstanding experience.This is a shift-based role, covering the evening/night shifts within a 16–18-hour window, five days per week (including weekends). Flexibility for in-person training in our Warsaw office is required.

• Promptly and professionally respond to customer inquiries, questions, and complaints via email, live chat, and social media platforms.
• Troubleshoot and resolve customer issues related to onboarding, transactions, and technical difficulties.
• Proactively participates in internal process improvements, including updates, enhancements, and structural changes.
• Collaborate closely with cross-functional teams (including Development, Product, and Compliance) to identify and resolve complex, user-impacting issues.
• Ensure clear and proactive communication, take ownership of challenges as they arise, and drive solutions through a hands-on, team-oriented approach.
• Monitor transactions and perform name screening and fraud alert management to quickly identify and address suspicious activities.
• Conduct Customer Due Diligence (CDD) checks on customer accounts and transactions to ensure compliance with regulatory requirements.
• Identify patterns and trends in customer inquiries and alerts, offering feedback to improve product features, user experience, and fraud prevention measures.
• Document processes, investigation outcomes, and customer interactions accurately.
• Contribute to continuous improvement of processes, identifying training needs and ensuring clear, empathetic communication with our users.
• Maintain a positive and empathetic attitude under pressure to ensure exceptional customer satisfaction and trust.

What you will bring

• At least 1 year of experience in a customer support or compliance/monitoring role.
• Strong communication skills (written and verbal), with English proficiency at B2 level or higher.
• Analytical mindset and attention to detail to spot patterns and anomalies.
• Passion for financial crime prevention and a customer-first approach.
• Ability to multitask and prioritize in a fast-paced, dynamic environment.
• Flexibility to work evening/night shifts and attend in-person training.
• Proactive approach to learning, development, and collaboration.