Manages the complete onboarding journey for merchants, ensuring adherence to regulatory standards while delivering a frictionless experience. Acts as the primary operational contact, contributing to faster activation and supporting scalable growth.
Responsibilities
- Handle both routine and complex merchant onboarding cases from initial contact through to live launch
- Perform Know Your Business checks and review documentation to meet regulatory obligations
- Lead daily onboarding calls with prospective merchants to resolve issues in real time
- Establish and manage accurate merchant records in internal platforms
- Assist merchants during their initial transactions after going live
- Track documentation status and proactively identify potential risks
- Advocate for merchant needs within the organization by reporting pain points
- Detect and analyze delays in the onboarding process
- Develop and trial solutions to shorten time-to-live
- Share actionable feedback with Product, Sales, and Compliance teams to inform improvements
Requirements
- Fluent Spanish language skills at C1-C2 level
- Prior experience in KYC, KYB, or AML within a regulated organization
- Proficiency in English and Italian, with a minimum B2 level in each
- Strong organizational abilities with a data-driven mindset and preference for structured workflows
Nice to Have
- Proactively addresses inefficient processes when identified
- Able to navigate ambiguity and set priorities independently
- Communicates in a clear, direct manner without relying on formal corporate language
- Focused on delivering a positive merchant experience beyond task completion
- Has prior experience in startup or scale-up environments
Benefits
- Exposure to high-impact operational workflows within a regulated Payment Institution
- Opportunity to develop expertise in KYB, AML, and supervision under the Bank of Italy
- Build commercial judgment and skills in managing internal and external stakeholders
- Pathway to leadership roles in operations within fintech or financial services
- Engagement in a fast-paced, technology-led environment that values innovation and ownership
Compensation
24-26K€ gross yearly
Work Arrangement
hybrid — Milan — 2 days remote weekly
Team
Collaborates cross-functionally with Sales, Legal, Compliance, and Product teams; reports to the Hiring Manager and COO
- High standards
- Independent and critical thought
- Innovation
- Ownership
- Continuous learning
- #MakeItHappen
- #PlayAsATeam
- #StayCurious
- #FocusOnCustomer
Additional Information
- Language requirement: Fluent Spanish (C1-C2), proficient English and Italian (B2 minimum)
- Contract type: 6-month fixed-term contract
- Location: Milan with hybrid work model (2 days remote weekly)
- Regulated environment: Payment Institution supervised by Bank of Italy
- Hiring process includes: intro call, deep-dive interview, in-office case study with stakeholders and CFO, final chat with CEO
- This is not a back-office compliance role — direct merchant communication is required
- Candidates must be comfortable with fast-paced, ambiguous environments typical of scale-ups
