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Customer Journey Premium Representative



Customer Service
Hong Kong
Posted on Tuesday, June 11, 2024

Payoneer’s mission is to empower anyone, anywhere to participate and succeed in the global economy. If our mission connects with your values, if you revel in solving complex challenges, and if you want to continuously advance your career, come realize your potential at Payoneer!

Life at Payoneer is a global community, where you’ll work with colleagues all over the world, in a hybrid or remote work frame. As an equal opportunity employer, the only things that matter to us are your skills, your drive and your desire to have a positive impact on others.

The Premium Team oversees and operates Payoneer’s end to end customer experience and proactively addresses issues for our top clients. The team combines service-orientation aiming to ensure smooth customer experience while keeping Payoneer compliant with top industry practices.

What you’ll be spending your time on:

  • Review client’s information and documents, using a combination of internal policies and tools.
  • Review of various service requests (withdrawal, opt-in card, additional payment methods) with KYC protocols and provide solutions to our clients.
  • Review and approve transactions, such as fund sourcing, irregular account status, system problems, and others, to guarantee the completion of all transactions within the specified times.
  • Making the decision to approve/decline/provide additional info/docs to facilitate a given transaction.
  • Comply with all established transaction processing policies and procedures. Remain in compliance with rules and regulations relating to money laundering and maintain a level of vigilance and alertness to suspicious transactions.
  • Collaborate with various business departments and operational departments including customer care, risk, and compliance.
  • Ensure clients get resolution on the issues raised within appropriate timeframes.

Is this you?

The Payoneers are:

Accountable | Adaptable | Collaborative | Communicative | Fast Learners | Independent | Motivated | Problem Solvers | Resilient | Technically Proficient

For this role you are also:

  • Service-oriented with great communication skills
  • High attention to details and patterns
  • Problem solving mindset
  • Proactive and willing to take ownership
  • Self-motivated to reach daily goals

Have you done this kind of stuff?

  • Excellent written and verbal communication skills in English
  • General knowledge of computers and Microsoft Office applications
  • Experience in KYC/AML policies & procedures and/or payment processing/review

Not a must but a great advantage:

  • Qualifications (ACCA, CPA, CAMS, ICA, BS/BA)
  • Working experience in banking, compliance function or fintech industry