At TreviPay, we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.

Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.

Join our team dedicated to delivering exceptional client and customer experiences! As a Financial Intelligence Unit (FIU) Concierge Associate, you will be a key player in ensuring a seamless and supportive onboarding journey for our business customers. You will guide applicants through the onboarding process, proactively monitor timelines, and provide outstanding service to meet their needs. Additionally, you will contribute to the ongoing administration of financial crimes alerts, including fraud, Anti-Money Laundering (AML), sanctions, and Know Your Customer (KYC) compliance. Reporting to a member of the Global Financial Intelligence Unit, you will support our FIU operations across multiple countries, embodying our commitment to excellence in every interaction.

Duties and Responsibilities

Deliver unparalleled ‘white glove’ service by promptly monitoring and responding to voicemails from business applicants, addressing inquiries about application requirements and processes across multiple countries via phone or email with professionalism and care.
Engage customers through verification calls and email outreach in the administration of fraud-related alerts.
Conduct thorough research to manage alerts related to fraud, Anti-Money Laundering (AML), sanctions, and Know Your Customer (KYC) requirements, escalating issues promptly per department protocol.
Proactively gather and analyze information from external databases, financial institutions, vendors, and open source sources to support robust investigations.
Champion compliance with all relevant laws, regulations, and internal policies, contributing to the company’s commitment to integrity and trust.
Maintain accurate records of investigative activities, ensuring transparency and reliability in every task.
Collaborate closely with team members and cross-functional departments to enhance investigative efforts, fostering a cohesive and customer-focused approach.
Clearly communicate findings and updates to FIU analysts and leadership and relevant stakeholders, ensuring timely and effective information sharing.
Engage in ongoing training and professional development to sharpen analytical skills and stay ahead of industry trends, delivering top-tier expertise to our clients.
Perform additional tasks as directed by FIU leadership, demonstrating flexibility and dedication to the team’s mission of exceptional client service.
Other duties as assigned.

Qualifications Competencies/Skills

Direct customer contact experience, including complaints, follow-ups, remediation calls, and/or account change requests.
Passion to provide ‘white glove’ communication, demonstrating professionalism, empathy, and polished etiquette in every interaction.
Experience with call center systems, e.g., Talkdesk.
Basic to intermediate knowledge of financial crime prevention, anti-money laundering regulations and fraud indicators/red flags.
Working knowledge of Salesforce a plus.
Strong English and Spanish proficiency (minimum C1), both written and verbal; additional languages a plus.
Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
Attention to detail and ability to handle sensitive information with discretion.
Good organization skills, detail oriented.
Keen intuition and analytical ability to identify potential instances of unusual activity or items requiring escalation, contributing to the company’s commitment to security and client satisfaction.

Years of Experience

2+ years of experience in AML, KYC or financial services compliance
3+ years in call center or customer service role
Education (High School Diploma, Associate, Bachelors, Masters)
Associate or Bachelors degree, Technical School diploma, or other two-year program or equivalent. Work experience in lieu of will be considered.

Certification/Licenses

None required

Other Information Position may require non-standard hours to facilitate support for international client programs. Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.

What is in it for me?

Work in a friendly and caring company where teamwork is key
Work with skilled people that are invested in your success and growth
Remote working is the new normal with flexible work options and paid holidays
Competitive salary with a comprehensive benefits package starting day one
Work in a fun environment that promotes creative thinking and a positive attitude
Career development opportunities
An open-door policy which means your voice will always be heard
A robust Employee Referral program

At TreviPay we believe:

in saying yes to unique and challenging requirements
empowered team members are creative team members
our products make the customer’s day just a little bit better
work/life balance makes us all more effective