Compliance and Support Specialist (Remote)

About the job

Are you interested in growing your career with a rapidly growing SaaS Fintech disruptor, working with passionate colleagues, and changing the small business finance industry?

ForwardAI, with key AP solution Forwardly, is an award-winning startup that deliver the fastest accounts receivable (AR) and accounts payable (AP) payment experience to SMBs or their accountants in the United States. We help businesses better manage their cash flow by offering workflow approvals in our payment solution and are the only company utilizing some of the latest financial technology in the USA to help businesses get paid faster than ever before.

The Role

We are seeking a skilled Compliance and Support Specialist to support our support and compliance teams. This dual-role position involves providing top-notch support to our customers while ensuring compliance with Know Your Customer (KYC), Know Your Business (KYB), and payment review processes. The ideal candidate will have a strong background in customer service and regulatory compliance in the payments or financial services industry. All candidates chosen will need to complete a support skill test showcasing their ability to research accurately.

Duties and Responsibilities

Customer Support:

• Provide prompt and professional support via email, chat, phone, and video to resolve user inquiries related to payments, account setup, identity and business verification, and platform functionality.
• Assist customers with troubleshooting payment issues, banking questions, and integration concerns with accounting software.
• Educate users on platform features, security best practices, and compliance requirements to prevent payment disruptions.
• Meticulously document customer interactions, troubleshooting steps, and resolutions in our CRM system.
• Provide feedback to the product team based on customer pain points and feature requests.
• Continuously refine internal support documentation and procedures.

Compliance:

• Perform KYC and KYB reviews for businesses and their owners, ensuring compliance with applicable regulations.
• Analyze and verify customer documentation, including business registration, ID, and bank account details.
• Review payment transactions to detect and address potential risks or irregularities.
• Prior experience in business analysis, document verification and banking analysis is an edge.
• Collaborate with the compliance team to develop and improve procedures for fraud prevention and risk management.
• Stay updated on regulatory changes and ensure adherence to industry standards.

Work Hours:

• From 4 PM to 1 AM IST (Indian Standard Time).
• Working hours includes three breaks: 15 minutes, 30 minutes, and 15 minutes.
• The role requires coordination with teams in both India and North America, ensuring seamless collaboration across time zones.

Qualifications & Skills

• Bachelor’s degree or equivalent experience in customer service, compliance, or a related field.
• 2+ years of experience in customer support, preferably in the payments, accounting, fintech, or financial services sector.
• Some knowledge of KYC and KYB processes, AML regulations, and payment compliance requirements in the USA market.
• Exceptional communication skills, both written and verbal, with the ability to write succinct English understandable by all audiences.
• Strong analytical skills and attention to detail.
• Highly proficient with CRM and support technology, especially Zendesk and HubSpot.
• Familiarity or proficiency with a variety of payment platforms or other compliance tools.
• Ability to multitask and prioritize in a fast-paced environment while evaluating and cross-referencing information from a variety of sources.

What will make you stand out

• Familiarity with AR/AP platforms or financial software integrations.
• Experience working with US-based businesses.
• Experienced with Persona.

Benefits at ForwardAI

• Competitive salary
• Fully remote role with flexible work location and working hours
• Supportive and positive work environment that values ownership and accountability
• Extended health coverage
• Generous paid vacation each year
• Casual work culture where you can wear what helps you perform at your best

Please note that at this time, we are only hiring for this position in India.

Interested candidates can apply by sending a cover letter and resume to hr.india@forwardai.com.