Description:
Trust & Safety is an integral part of GoFundMe's business. It drives growth, builds and nurtures our brand, and ensures that we always do the right thing by our customers. We are at the front line of GoFundMe’s efforts to protect donors, fundraiser organizers, beneficiaries, and our company from financial crimes and abuse. As a member of the Customer Due Diligence (CDD) team, you will be responsible for providing high-quality email support to ensure the authenticity of fundraisers, campaign organizers, and beneficiaries, as well as analyzing fundraisers for fraud and money laundering schemes, verifying identities and Know Your Customer/Business (KYC/B) information, and enforcing compliance with relevant laws and regulations.
The Job
- Provide high-quality email and occasional phone support to customers and other stakeholders to ensure fundraiser authenticity and safe delivery of funds for beneficiaries.
- Evaluate fundraiser and account attributes for unusual activity and escalate identified risks for final determination and/or next steps.
- Conduct KYC and CDD reviews on individuals to support escalation pathways to the EDD team for enhanced due diligence; focusing on identity verification, sanctions and watchlist screening, Politically Exposed Person(s), Counter-Terrorism Financing, and financial crimes.
- Conduct onboarding due diligence and KYB reviews on organizations, including but not limited to, identity verification and watchlist management, to ensure entities comply with our Terms of Service and applicable laws and regulations.
- Collect and analyze information on an organization’s governance, operations, and financial performance.
- Work cross-functionally with Payments Risk, Content Risk, Legal, Customer Care, the Compliance program, Product, and others to ensure fundraisers on GoFundMe are legitimate and donations are delivered to the correct parties.
- Field questions connected to customer due diligence from internal partners.
- Develop a deep understanding of risk-related issues experienced on the platform.
You
- Bachelor’s degree or equivalent experience preferred.
- 1-3 years experience working in the payments or compliance industry, with knowledge of merchant processing behaviors.
- In-depth knowledge of global customer due diligence, AML, CTF, sanctions, beneficial ownership requirements, Know Your Customer standards, and how these apply for a merchant and the wider financial ecosystem.
- Passionate about staying current on regulatory changes, industry guidance, and card scheme compliance.
- Excel in individual performance metrics to adhere to Service Level Agreements and maintain strong quality standards, while contributing to improving the team’s operational performance.
- Ability to work with ambiguity, thrive in a dynamic environment with shifting priorities and quickly adapt to process and policy changes.
- Empathetic with a strong customer-centric mindset.
- Work well with a distributed global workforce and confidently maintain communication while working autonomously in a remote or hybrid environment.
- Ambitious self-starter with excellent attention to detail.
- Fast learner, with initiative and follow through without sacrificing quality.
- Strong performer, able to meet deadlines while balancing different priorities.
- Communicate clearly and concisely both orally and in writing, with C1 English proficiency.
- Inquisitive with a solution-oriented mindset.
- Exemplify company core values and embody team culture.
- Adaptable to structured schedules and resilience in covering holiday shifts as part of regular operations.