KYC Senior Operations Agent

efood is the #1 delivery service in Greece, working with more than 21.000 stores in 100 cities. We offer our users the opportunity to order anything they desire, wherever they are, giving them the option to pay by cash or card.efood is much more than a great place to work: it is an entire working experience that has its own set of core values: We care, We deliver solutions, We always aim higher. These values shape a single culture across the organization, guiding the behavior of every efooder and contributing to the successful implementation of the company’s mission. efood is part of the Delivery Hero Group, the world’s leading local delivery platform operating in 70+ countries worldwide

Job Description

Are you a strong communicator who excels at managing complex cases and providing feedback to enhance team performance?

Do you have a problem-solving mindset and enjoy guiding others?

Let’s Talk!

DH Payments team delivers #FinTech solutions is currently expanding our KYC team and we are looking for a Senior KYC Agent to join us!

A Senior Know Your Customer (KYC) agent is responsible for overseeing the verification process to prevent fraud, money laundering, and other illegal activities. In addition to reviewing and validating customer documents, conducting background checks, and ensuring compliance with regulatory requirements, Senior KYC agents handle escalated cases, approve difficult cases, and provide quality feedback. They play a crucial role in financial institutions by maintaining accurate records and mitigating risks associated with customer onboarding and transactions. Senior agents also mentor junior team members and report directly to team leads.

What you’ll do:

• Monitor the end-to-end process of customer onboarding and manage escalated cases.
• Approve and action more complex cases that require advanced decision-making.
• Investigate and resolve customer complaints, providing clear and actionable feedback to junior agents.
• Follow communication procedures, guidelines, and policies.
• Collect and analyze key information in accordance with the regulations of the competent auditing authorities.
• Ensure appropriate and confidential handling/sharing of sensitive information.
• Conduct quality checks and generate reports to provide insights and analyses to the team lead.
• Mentor and guide junior KYC agents, fostering a collaborative and supportive environment

What you’ll need:

• 1-2 years of experience in Customer Service, ideally KYC-related
• Strong verbal and written communication skills.
• Problem-solving orientation, able to handle complex customer-related issues.
• Team player mentality with the ability to lead and mentor others.
• Multitasking and critical thinking abilities, capable of prioritizing and managing both incoming and outgoing contacts.
• Strong understanding of customer expectations with a focus on quality-driven support.
• Fluency in English is a must. Greek and German knowledge is considered a plus but not essential.
• Detail-oriented with the ability to meet the Company’s deadlines.
• Prior experience in data analysis or handling large data sets is a plus.
• Bachelor’s degree, ideally in Finance, Law, or a related field

What we offer:

• We recognize good work and we want our people to feel appreciated! That’s why we offer an attractive remuneration package for what you bring in!
• We share a passion for food, so you will certainly appreciate the ticket restaurant card to spend on restaurants and/or food supplies
• We take care of you with Private Medical & Life Insurance from day #1 to keep you healthy and safe!
• We prioritize your mental health and offer round-the-clock access to an online mental health platform. You can schedule unlimited therapy sessions with certified psychologists and coaching sessions with experienced coaches. 
• We want you to grow with us ! And to help you keep improving, we provide you access to our online training platform where you can study topics for your personal and professional growth!
• Are you a cappuccino lover ☕? Do you desperately want a cookie? Our in-house cafeteria got you covered!
• If you want to stay in shape ️, our in-house gym awaits you fully equipped! You can also join our remote fitness sessions and classes from the safety of your home!
• We are passionate about exploring, growing & learning and our Global Mobility plan is created to help our people find their purpose around the world !

Your life @DH Pay:

You will be a part of a fast-growing multinational company, member of the Delivery Hero holding, with the opportunity to acquire new skills and grow professionally.

Υou will have the opportunity to function in an established, yet creative and fun working environment with genuine and ambitious people whose ultimate goal is to maintain DH Pay as an amazing workplace.

Daily routine will be a thing of the past, as no day will be the same day as the one before.

Additional Information

efood collects and processes personal data in accordance with applicable data protection laws. If you are a European Job Applicant see the privacy notice for further details.