KYC EDD Operations Agent (German)

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About the role

KYC EDD Operations Agent Team: KYC Operations Location: Sofia (office first, full-time) 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. Take a look at our Sofia office 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 German along with strong verbal and written proficiency in English • 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📚 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 38 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 b

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