Merchant Security Expert with German and English
On-siteSofia, Sofia-Capital, Bulgaria
Job Summary
Proactively address transaction-related requests from merchants while adhering to security rules and procedures. Act as the voice of the internal Risk and Fraud Team by contacting merchants to verify documents based on risk assessments. Monitor merchant behavior in compliance with AML and internal Terms & Conditions rules. Utilize decision-making abilities to review customer businesses and adjust payment limits. Provide support to German and English-speaking customers via phone, chat, or email, primarily handling outgoing calls with low volume and escalations from outsourced Level 1 support. This role involves 60% non-client-facing work. Based in Sofia, SumUp empowers small business owners with easy-to-use financial solutions across Europe, South America, and the United States.
Required Qualifications
- German and English language skills
- Ability to handle customer interactions with ease and patience
- Curiosity and persistence to solve issues efficiently
- Organizational skills
- Attention to detail
- Risk and Fraud domain knowledge
- AML knowledge
- Knowledge of internal T&Cs rules
- Ability to review customer business
- Ability to adjust payment limits
- Experience with outgoing calls
- Experience with chat or email communication
- Ability to handle escalations from Level 1 support
- On-site availability in Sofia
Desired Qualifications
- Experience in Risk & Fraud
- Experience in Merchant Security
- Experience in handling transaction-related requests
- Experience in verifying documents
- Experience in monitoring merchant behavior
- Experience in providing support to German and English-speaking customers
- Experience in handling low phone volume
- Experience in handling client-facing issues
- Experience in a scale-up environment
- Experience in a global team
- Experience in driving career and taking ownership of projects
- Experience in a 'team-first' attitude environment
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