Customer Care KYCB Specialist (Fintech)

TL;DR

Customer Care KYCB Specialist (Fintech): Managing onboarding and customer support for the Portuguese market with an accent on compliance (KYC/KYB/AML) and process optimization. Focus on resolving complex customer issues end-to-end and enhancing internal documentation to improve the onboarding experience.

Location: Hybrid (Barcelona, Spain)

Company

hirify.global is a leading European finance workspace providing banking and financial tools designed specifically for SMEs.

What you will do

• Handle onboarding and customer care for the Portuguese market via email and outbound calls, maintaining a CSAT of 94%+.
• Investigate and resolve customer issues end-to-end by analyzing root causes and implementing solutions.
• Execute KYB, KYC, and AML procedures with high precision to ensure regulatory compliance.
• Improve internal knowledge bases and FAQs to optimize onboarding practices and prevent recurring issues.
• Detect and report bugs or process breakdowns to reduce operational and customer risk.
• Collaborate cross-functionally with AFC, Internal Control, Product, and Backend teams to resolve blockers.

Requirements

• Native-level fluency in Portuguese (written and spoken).
• Strong professional level of English.
• 1-2 years of experience in customer-facing operations (support, onboarding, KYC/B, or customer success).
• Proactive, solutions-driven mindset with the ability to work autonomously.
• Professional resilience and ability to handle customer feedback.
• Must be based in Barcelona (Hybrid setup).

Nice to have

• Fluency in Spanish.
• Previous experience with KYCB/KYC, ID checks, or compliance.
• Background in fintech, banking, or other regulated environments.

Culture & Benefits

• Unlimited access to the best AI tools to enhance daily work efficiency.
• Diverse and inclusive environment with a discrimination-free hiring process.
• Collaborative culture based on fairness, trust, and open communication.
• Opportunity to work in a profitable and rapidly scaling fintech company.

Hiring process

• The average recruitment process lasts approximately 20 working days.