Apron

• Responding to customer inquiries via email, chat in a timely, accurate, and professional manner. • Providing clear and concise guidance on platform features and benefits. • Investigating and resolving customer issues related to payment processing, documents data extraction, account management, and other inquiries. • Escalating complex cases to senior team members while maintaining ownership of the issue until resolution. • Assisting customers in understanding our platform and maximizing its benefits for their businesses. • Sharing tips and best practices to enhance user experience. • Working closely with product and operations teams to report customer feedback, identify patterns, and propose improvements. • Participating in team projects aimed at enhancing customer satisfaction and refining support processes.

• Review and investigate transaction monitoring alerts, identifying suspicious activity and preparing high-quality UARs, with support for SAR submissions where needed. • Lead end-to-end fraud investigations (including payment fraud, account takeover, and social engineering), building clear, evidence-based case narratives. • Conduct and review KYB onboarding checks, including UBO identification, company structure analysis, and enhanced due diligence for complex cases. • Manage offboarding decisions in line with internal policies and regulatory requirements. • Act as an escalation point for complex or high-risk FinCrime and fraud cases requiring senior judgement. • Analyse trends and contribute to improving transaction monitoring rules, reducing false positives while maintaining strong detection. • Work closely with Support, Product, and Compliance teams to ensure fast, effective handling of cases and continuous improvement of processes. • Support audits, reporting, and documentation, ensuring high-quality and audit-ready records. • Mentor junior team members and contribute to building scalable processes, SOPs, and team knowledge.