KYC EDD Operations Agent (English)

SumUp; United States; On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Stock options

Learning budget €2k

Generous leave

Health & life insurance

On-site wellness

Meal vouchers

Referral bonus

Job summary

SumUp is expanding its KYC Operations team with a new outbound-capable role to resolve verification cases by phone. You will review alerts, perform enhanced due diligence, and engage merchants and consumers to resolve issues, helping maintain trust in SumUp’s platform across markets.

Ideal candidates have KYC or customer support experience, strong English skills, and comfort with databases. Expect a fast-paced environment with a focus on accuracy and customer satisfaction.

Qualifications

• Experience in KYC or customer support.
• Fluency in English with strong verbal and written skills in a second language.
• Comfort working with databases and general computer systems.
• Ability to stay calm and solution focused when speaking with merchants or consumers.

Responsibilities

• Review and clear SUBA transaction alerts, releasing stopped transactions once checks are complete.
• Call merchants to resolve complex verification cases and callback requests.
• Carry out enhanced due diligence case management for both merchant and consumer profiles.
• Support onboarding tasks and governance, risk and compliance requests as needed.
• Meet daily targets for completed transaction reviews and KYC cases.

Skills

KYC experience

Customer support

English fluency

Second language

Problem solving

Tools

Databases

Job description

Team description:

Our KYC Operations team keeps SumUp's merchants safe by reviewing transaction alerts, verifying identities, and resolving complex compliance cases across our core markets. This role is a new addition to the team and brings something we haven't had before: a dedicated outbound calling capability that lets us resolve tricky verification cases over the phone instead of leaving customers waiting on email chains. As a KYC EDD Operations Agent, you'll clear transaction alerts, carry out enhanced due diligence checks, and speak directly with merchants and consumers to sort out issues quickly, helping prevent complaints before they happen and keeping SumUp's platform trustworthy for millions of businesses.

What you'll do:

• Review and clear SUBA transaction alerts, releasing stopped transactions once checks are complete

• Call merchants to resolve complex verification cases and callback requests

• Carry out enhanced due diligence case management for both merchant and consumer profiles

• Support onboarding tasks and ad hoc governance, risk, and compliance requests when needed

• Meet daily targets for completed transaction reviews and KYC cases

You'll be great for this role if…

• Fluency in English along with strong verbal and written proficiency in a second language.

• Experience in KYC or customer support work.

• Comfort working with databases and general computer systems.

• Ability to stay calm and solution focused when speaking with upset merchants or consumers.

• Genuine enthusiasm for learning new processes and taking on new challenges.

Why you should join SumUp:

• Opportunity to work with SumUppers globally on large-scale fintech products used by millions of businesses worldwide, from our modern Sofia office. This involves an office-first setup

• Commitment to Diversity and Inclusion: be part of a workplace that values and promotes diversity, fostering an inclusive environment where everyone's perspectives are respected and embraced

• Enrolment onto our Virtual Stock Option program: you will own a stake in SumUp's future success

• A dedicated annual L& D budget of €2000 and 10 paid days of educational leave which can be used to attend conferences and/or advance your career through further education

• Generous time off: 25 days of paid leave, plus one extra day per year of service (up to 35), along with public holidays and special leave options

• Peace of mind: additional health insurance and life insurance

• Stay active: on-site yoga and a co-sponsored Multisport card offering access to hundreds of sports facilities

• Meal support: benefit from a tax-free food voucher program plus flexibility via our Re:Benefits platform

• Easy commute: free shuttle buses connecting directly to Joliot-Curie metro station

• Break4me: 1-month sabbatical after 3 years of service

• Referral Bonus: earn additional rewards by referring talented individuals to join the SumUp team

About SumUp:

Be empowered to do more that matters.

At SumUp, we're on a mission to empower small businesses across the globe by providing simple and affordable tools that allow them to thrive. Today, over 4 million businesses in 37 markets rely on SumUp as their financial partner to manage payments, finance and customer relationships.

Our commitment to small businesses is reflected in our diverse team of over 3,000 SumUppers from over 90 nationalities, united by global collaboration and an innovative mindset. Our core values lay the foundation for who we are and what we stand for, shaping our work culture and driving our success. We foster inclusivity and a continuous learning culture, providing a safe space for personal and professional growth. Our differences make us unique and strong as we strive to create an environment where everyone belongs and feels supported, no matter how they identify.

SumUp is proud to be an Equal Employment Opportunity employer, actively seeking and embracing diversity in our workforce. We don't make hiring or employment decisions based on race, colour, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age or any other basis protected by applicable laws or prohibited by company policy. Our commitment extends beyond recruitment to creating a safe and respectful workplace where harassment of any form is strictly prohibited. Discover more about our culture and opportunities on our careers website, and follow our journey on LinkedIn, Instagram, and TikTok.

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Job Application Tip

We recognise that candidates feel they need to meet 100% of the job criteria in order to apply for a job. Please note that this is only a guide. If you don’t tick every box, it’s ok too because it means you have room to learn and develop your career at SumUp.