Viva Wallet is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva Wallet's mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. Latest innovations include “tap-on-phone Viva Wallet POS app” turning any Android mobile to a card terminal, and “Smart Checkout” payment gateway that can increase conversion by 21%. An advocate of sustainable cashless economy, Viva Wallet harnesses the power of their disruptive in-house technologies to provide digital payments services in 19 languages and 9 currencies, featuring over 24 payment methods.
Responsibilities:
▪ Handle all escalated KYC cases/requests according to the relevant processes
▪ Answer KYC support related issues within the respective SLA’s, by using the right methods and tools
▪ Investigate and resolve escalated KYC problems addressed by customers
▪ Handle KYC support complaints, determine the root cause, provide appropriate solutions and alternatives within the time limits
▪ Follow communication procedures, guidelines, and policies
▪ Perform projects and outbound calls to customers regarding KYC process, as assigned
▪ Be receiving all confiscation orders (from Public & Private garnishment) and entering all relevant data to the company's operational system
▪ Control and Identify Confiscations orders with existing Company's Customer Payments Accounts.
▪ Block (bank) - payments accounts or amounts as results of the Legal and Compliance Framework
▪ Responding to confiscators with formal Declaration Statement within a specific time period
▪ Handling cases of clients with settlements, Revocations, Suspensions, etc.
▪ Maintaining physical and electronic confiscations’ information records
▪ Exhibit highest standards of customer service.
Requirements
▪ At least 2 years of experience at a Customer Service position
▪ Excellent communication skills
▪ Attention to detail
▪ Strong analytical & problem-solving skills
▪ Be highly organized and have great teamwork skills
▪ Speak Danish on a native-level and speak fluently English. Additional EEA-31 languages would be considered a plus.
▪ Effective time management skills to develop and execute work plans within time constraints
▪ BSc/BA in business administration or relevant field will be considered as a plus.
Benefits
▪ Competitive salary dependent upon experience
▪ The opportunity to work for a growing company at the forefront of payments technology
▪ Great career development opportunities
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