Customer Due Diligence Agent

Bancontact Payconiq Company is the leading provider of payment experiences in Belgium, actively promoting a digital payments (r)evolution in the market. With our mobile payment App, PayconiqbyBancontact, and the bank apps integrating our products we serve more than 6 million users that want to pay digitally online, in-store or with family and friends. For our Customer Due Diligence team, dedicated to the acceptance and verification of our merchants and consumers, we are currently looking for a Customer Due Diligence Agent. This function will report to the Head of Customer Care.

Are you a proud user of our app or want to start participating in our digital evolution? Join our new Customer Due Diligence team!

Main responsibilities:

Merchant acceptance and ongoing due diligence – you handle merchant cases from start to finish, based on our customer acceptance procedure, including the following:

• You verify that merchant contracts are complete and correct
• You collect the missing information and documents, including by contacting the merchant
• For legal entities, you analyze the by-laws of the merchant to verify that the contract is signed by the right people
• You analyze the results of internal screenings and take the necessary decisions on how to handle the case
• When foreseen by the procedure, you take the decision to accept the merchant
• You activate the merchant in our system and set him up to start accepting Payconiq
• You periodically review the merchant CDD cases as required by our procedures
• You liaise with the Merchant Support team for requests that come directly from merchants
• You liaise with the Compliance/AMLCO Manager for cases that fall under its competence

Ongoing improvement:

Accepting and reviewing our customers is about making sure we have a healthy client portfolio and that our customers can use our products as quickly as possible, but not only. It is also keeping high standards and being part of the constant improvement of our processes.

In the context of our internal processes, together with your colleagues, you:

• Work with our process improvement officer to perfect the internal work instructions and way of working, and to make our processes efficient;
• Provide feedback on more efficient way of working with internal and external stakeholders (Compliance, Merchant Support, Sales,..);

Desired skills and mindset:

• At least a Bachelor’s degreeor relevant experience in a similarrole
• Previous experience in a CDD team, customer operations team of a payment institution or similar is a strong plus
• Experience or understanding of the ecosystem of payments is a plus
• Previous experience with Salesforce or a similar tool is a plus
• Self-organisation – You know how to manage your tasks and see the priorities in what you need to do
• Precision – You are careful about the good handling of the cases that are assigned to you
• Communication skills – You know how to reach out to our customers, have a clear and positive communication style, and can explain regulatory concepts in simple words
• Sound judgment – You take your responsibilities seriously and know when you can or cannot decide for yourself, and include the right people when needed
• Efficiency – Behind every case there is a customer waiting. You manage your caseload so as not to create unnecessary delays
• Stress Resilience - You keep your cool even in the most difficult moments and always remain professional
• Task Management – You see beyond the single tasks and could be in state of coordinating small task forces or actions
• Curiosity – You are interested in understanding our products and the value they offer to our customers. It’s not only onboarding new clients, it’s about the value of our solutions to them
• Preferably bilingual NL/FR, one between NL/FR is a must, together with EN

What Bancontact Payconiq Company will offer you:

A great challenge in a welcoming, positive and innovative environment!

Bancontact Payconiq Company is the Belgian market leader in electronic and mobile payment services. We aim for easy, safe and efficient transactions. Anytime, anywhere. With your card or mobile phone. This makes us an ambitious company, focused on the perfect balance between reliability and user friendliness.

Working for Bancontact Payconiq Company therefore equals being part of a dynamic and talented team and contributing to the evolution of the payment world of today and tomorrow. As an employee of Bancontact Payconiq Company you will enjoy the benefits of working in a nice environment (including fresh fruit, good coffee, company events) where you will be granted every opportunity to develop your competencies.

Bancontact Payconiq Company is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration regardless of gender, origin, disability, age, or any other diversity criteria. If you need any accommodations during the recruitment process, please let us know.