PayInc Payments

Customer Support

• Engage with PayAngel customers daily to resolve issues/queries, and offer advice
• Proactively contact customers to offer resolution to outstanding queries/issues, identify/discuss potential customer needs/opportunities
• Managing difficult situations with customers and providing them with a resolution, information or additional options
• Ensure quick and proper response to all reasonable customer requests
• Be knowledgeable and keep current on PayAngel’s various products & service offerings, processes, markets etc. to close any gaps in knowledge and enable effective resolution of customer queries/issues
• Have an understanding/working knowledge of the basic regulatory/compliance requirements of the Payments Industry required for this role
• Strong computer/technical proficiency and understanding of proprietary systems and processes to support successful customer engagement
• Maintains the highest level of confidentiality with all information obtained
• Participate in Marketing and Business Development activities
• Providing additional support to the Business on projects as identified and assigned

Customer Experience Associate

Financial Crime

• Act as the designated AMLRO with overall responsibility for the oversight and effectiveness of all AML and CTF obligations across PayAngel
• Maintain and continuously enhance PayAngel’s AML and Financial Crime frameworks, policies, procedures and controls, ensuring effective identification, assessment, monitoring, and mitigation of money laundering and terrorist financing risks
• Manage the end-to-end suspicious activity reporting process, including the receipt, review, investigation, escalation, and filing of SARs, and act as the primary liaison with UK law enforcement and regulatory authorities
• Ensure ongoing compliance with applicable UK regulatory requirements, including the Money Laundering Regulations, FCA rules, Consumer Duty, PSD2, and APP Fraud obligations, and monitor regulatory developments to advise senior management on emerging AML and financial crime risks
• Conduct enterprise-wide and product-specific AML and financial crime risk assessments, ensuring timely escalation and effective management of material risk issues
• Support regulatory examinations, audits and inspections relating to AML and financial crime, including remediation of identified findings
• Develop and deliver AML and financial crime training programmes and promote a strong compliance and financial crime risk culture across PayAngel
• Prepare and present clear and comprehensive AML and financial crime reports and management information to senior management, the board and regulators
• Collaborate with Product, Technology, Operations, Risk, and global compliance teams to embed compliance by design, provide clear regulatory requirements, and drive the effective implementation of AML and financial crime controls

Customer Experience Associate

Senior Manager – Compliance & Financial Crimes (MLRO UK)