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SumUp's KYC Operations team is hiring a KYC EDD Operations Agent to join their Sofia office on a full-time, office-first basis. This is a new role that introduces dedicated outbound calling capability to resolve complex verification cases more efficiently.
In this role, you will review and clear SUBA transaction alerts, releasing stopped transactions once compliance checks are complete. You'll call merchants directly to resolve complex verification cases and callback requests, reducing resolution time and improving customer experience. You'll carry out enhanced due diligence case management for both merchant and consumer profiles, support onboarding tasks, and handle ad hoc governance, risk, and compliance requests as needed. Daily targets for completed transaction reviews and KYC cases will be part of your performance metrics.
The team's mission is to keep SumUp's merchants safe by reviewing transaction alerts, verifying identities, and resolving complex compliance cases across core markets. By speaking directly with merchants and consumers, you'll help sort out issues quickly, prevent complaints before they escalate, and maintain platform trustworthiness for millions of businesses.
SumUp is a fintech platform serving over 4 million businesses in 38 markets, providing payment processing, financing, and customer relationship tools for small businesses globally. The company has 3,000+ employees from 90+ nationalities and is committed to diversity, inclusion, and continuous learning.
Benefits include 25 days of paid leave (plus one extra day per year of service up to 35), €2,000 annual L&D budget with 10 paid educational leave days, health and life insurance, on-site yoga, co-sponsored Multisport card, tax-free food vouchers, free shuttle buses to Joliot-Curie metro station, and a 1-month sabbatical after 3 years of service.
Requirements:
- Fluency in German with strong verbal and written English proficiency
- Experience in KYC or customer support work
- Comfort working with databases and general computer systems
- Ability to remain calm and solution-focused when speaking with upset merchants or consumers
- Genuine enthusiasm for learning new processes and taking on new challenges
