Kyc & Customer Support - Freelance

**About**: Swan is the leading European fintech specialized in embedded banking. A laureate of the French government's selective year list of tech champions, "French Tech Next 120," we are quickly expanding across Europe. Over 100 European companies have already seamlessly integrated banking services such as accounts, cards, and payments into their products through our Banking-as-a-Service platform. This approach, known as “embedded finance”, empowers businesses to elevate their offerings and create new revenue streams — often times tripling their revenue Our founders' vision from the beginning was Simplicity: that anyone with a fintech idea at 2 am can visit our website, start building, and buy themselves a coffee with a self-issued card the very next day. That vision has taken us far. Following a 38M€ Series B round last September, we have been doubling our headcount and already have over 230 Swanees across offices in Paris, Bordeaux, Berlin, Barcelona, Amsterdam, and Milan If you’re excited about joining a European fintech adventure, Swan is the way **To learn more about us**:About Swan** ; **Our story**. ***Job description***: Swan is looking for a KYC & Customer Ops Freelancer to join its Operation team. Operations are a key pillar to Swan’s success. Their mission is to provide a flawless end-to-end customer experience. This team includes our Customer Success Managers, Technical Account Managers, as well as our KYC teams. These folks are all about customer obsession and making sure Swan offers the smoothest, most elegant BaaS experience out there **Your mission** **KYC**: - Onboard natural and legal persons for KYB-KYC - Analyze transactions using a scoring engine - Ensure confidentiality of investigations and exchanges - Ensure compliance with procedures, internal policies, and legislation in force - Complete all analyst assignments in a timely and accurate manner, reporting problems and anomalies as they are identified - Participate in updating KYC/KYB operating procedures **Client Relations**: - Building and establishing strong relationships with clients is a key aspect of this role. You will be acting as the main point of contact for customers, answering their questions and requests - Respond to functional questions from customers by questioning them, understanding their context and needs - Improve documentation (Help Center) by implementing any ideas that allow for better client onboarding (articles, FAQ, etc.) - Work effectively with all teams (Product, Engineering, Compliance, Operations, and Sales) to improve and develop new processes **Preferred experience**: **You’re a great match if**: - You have experience in Back Office, KYC, or Customer Support, ideally in a Fintech, Payment Provider, Bank, consulting firm, or other fast-paced work environment. This experience will help you better understand the needs of our clients and the industry as a whole. - You have a good understanding of the AML/CFT regulatory framework - You enjoy optimizing internal processes to better respond to our customers. This requires a proactive approach and the ability to think outside the box. - You can effectively communicate with internal and external stakeholders with excellent communication skills, especially when explaining our product, process, and business-related questions - You have strong analytical skills and an eye for detail, allowing you to quickly elaborate key findings and make decisions. - You are organized, rigorous, and autonomous - You have excellent English and French. - Our ideal teammate: Empathetic. Skilled. Frank. We love to challenge each other, and we leave our egos at the door. It’s okay if you don’t tick all the boxes — don’t let imposter syndrome prevent you from applying - Swan is committed to providing a caring work environment for all employees, regardless of age, sex, disability, sexual orientation, race, religion, or belief._ - When it comes to recruitment, we’re interested in your work experience, skills, and overall personality. Because diversity makes the workplace stronger and is necessary for Swan’s success, we are intensifying efforts to incorporate concrete actions to help us improve in this area._ **About Swan**: **Our values**: Swan’s core values guide our actions daily. Individually, they may seem obvious, but together, they form a unique culture. **Simplicity**: Leonardo Da Vinci said: “simplicity is the ultimate sophistication.” If something's convoluted or confusing, we work extra hard to break it down. - Making complex things simple is what we do. **Long Term**: We always play the long game, whether it's to support our partners in their growth journey, or make tangible commitments to climate action. **Excellence**: We are a team of experts who consistently go all out to create pixel-perfect banking services and exceed our partners' expectations— whatever it takes. **Be Human**: We believe in the power of kindness a