Go.Compare is a UK-based price comparison website helping millions of people make informed financial decisions. As a Complaint Assistant, you will be responsible for resolving customer complaints and delivering an excellent customer experience. This is a hybrid role, working three days from the office and two days from home.
\nThe ideal candidate will have great interpersonal skills, experience handling customer expectations, and the ability to offer resolutions. They will also have phenomenal written communication skills and be able to deliver communications over email and letters to customers.
\nKey responsibilities include:
\nThe successful candidate will have experience of working in a role where customer complaints are a primary focus. They will also have the ability to approach problems logically to ensure the appropriate customer outcome.
\nThe expected salary range for this role is £26,500-£29,000.
\nThis role offers a range of benefits, including uncapped leave, bonuses, and wellbeing support. The company also offers a share incentive plan and opportunities to purchase shares.
\nXML job scraping automation by YubHub
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\nTake immediate ownership of our 24/7 SOS Hotline, acting as the first point of contact and mastering crisis de-escalation to guide users from panic to a feeling of security.
\nServe as the single source of truth by using strong analytical and investigative skills to troubleshoot complex problems, get to the root cause, and deliver swift, definitive resolutions.
\nSeamlessly connect urgent user needs with our internal processes, ensuring a reassuring and efficient experience without exposing the complexity behind the scenes.
\nIdentify, analyze, and escalate systemic issues you encounter, acting as our first line of defense to protect our entire user base and prevent future problems.
\nYou will maintain unwavering composure and empathy in high-pressure, sensitive situations, acting as a stable and reassuring presence for users in distress.
\nYou are a natural at turning friction into flow. You have a background in handling sensitive and urgent issues with a calm and structured approach.
\nYou are naturally curious and adept at digging deep to uncover the root cause of an issue, not just treating the symptoms.
\nYou have a close-to-native or native command of English. Your communication is clear, concise, and empathetic.
\nYou have prior experience in a high-pressure environment like a contact center, technical support, or an incident response team, preferably within fintech or financial services.
\nYou are ready to work on a 24/7 shift schedule, including weekends, nights, and holidays, because you know that urgent situations don't stick to a 9-to-5 schedule.
\nYour space to perform
\nWe give you the space and the tools you need to succeed.
\nJoin forces with great colleagues across the globe to revolutionise banking.
\nMake lasting impact by working on complex & exciting challenges.
\nAccelerate your career growth with bunq Academy and a 1500 EUR annual learning budget.
\nFlex Benefits: €70 monthly budget via Re: benefit, offering access to 150+ perks tailored to your lifestyle.
\nA Macbook to keep with you while you're with us.
\nHybrid setup: after 1 month in-office, work 2 days remote, 3 days in-office weekly.
\nDigital Nomad Program: After your first year, enjoy up to 20 days per year to work while traveling, combining flexibility with strong team collaboration.
\nWe reward tenure with a dedicated travel budget: €1.5k after 2 years.
\nLunch and snacks at the office, vegan options included.
\nPrivate health insurance, just in case.
\nFriday drinks, team events, and other celebrations - bunq style!
\nXML job scraping automation by YubHub
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\nKey Responsibilities:
\nAML/CTF Compliance Monitoring (2LoD):\nSupport, maintain, and execute an independent, risk-based AML/CTF compliance monitoring and testing programme across Bridge's EMI and CASP perimeter.\nPerform thematic and control effectiveness reviews covering Customer Due Diligence (CDD)/Enhanced Due Diligence (EDD), transaction monitoring, sanctions/Politically Exposed Persons (PEP) screening, recordkeeping, and governance arrangements.\nIndependently assess the adequacy and effectiveness of first-line controls and document conclusions with clear ratings and recommendations.\nIssue formal findings, agree remediation actions with the First Line of Defence (1LoD), and independently validate remediation closure through follow-up testing.\nEscalate material weaknesses or control deficiencies to senior management and governance committees where required.
\nInvestigations and Escalations:\nProvide second-line review and challenge of higher-risk cases escalated by the first line (high-risk customers, complex typologies, sanctions/PEP matches, internal escalation); support MLRO decisioning and documentation.\nConduct or support independent investigations triggered by red flags, audit/regulatory findings, or intelligence from partners; ensure a consistent audit trail in case management tools.
\nLaw Enforcement / Police Requests:\nOversee and coordinate responses to police, law enforcement, and competent authority requests in collaboration with the MLRO and Legal.\nProvide compliance oversight to ensure responses are timely, complete, proportionate, and aligned with regulatory obligations.\nMaintain governance-level logs, metrics, and reporting relating to external authority requests.\nAssess whether information requests or intelligence received may indicate systemic control weaknesses or trigger enhanced monitoring requirements.
\nPolicy, Procedures and Program Maintenance:\nDraft, maintain, and periodically review AML/CTF policies, procedures, and standards for the EMI and CASP perimeter (risk rating, CDD/EDD, transaction monitoring governance, sanctions/PEP, record retention etc.).\nContribute to the AML/CTF Business Risk Assessment and annual compliance plan; support governance committees and management reporting.
\nAdvisory and Training:\nProvide AML/CTF advisory support to Operations, Onboarding, Product, and Engineering teams (new products/process changes, control design, risk mitigations).\nSupport the development and delivery of AML/CTF training and communications, including targeted guidance for high-risk scenarios.
\nRegulatory Readiness and Reporting:\nSupport responses to CSSF requests, audits, and inspections; prepare monitoring reports, management information (MI/KRIs), and remediation tracking.\nStay up to date on changes to AML/CTF laws, CSSF guidance, and financial crime typologies relevant to payments and crypto-asset services.
\nKey Requirements:
\nEducation:\nBachelor’s degree in Law, Compliance, Finance, Business Administration, or a related field.
\nExperience:\nAt least 4 years of experience in AML/CTF Compliance (second line of defence/compliance monitoring), preferably within an EMI/PI, CASP/VASP, bank, or regulated fintech environment.\nDemonstrated experience drafting AML/CTF policies and procedures, executing compliance monitoring/testing, supporting MLRO investigations and STR/SAR processes, and handling police/law-enforcement information requests.
\nSkills:\nStrong understanding of AML/CTF governance, the three lines of defence model, and second-line compliance monitoring methodologies.\nExcellent analytical and investigative skills, with the ability to produce clear written assessments and regulatory-ready documentation.\nAbility to take full ownership of projects from conception to completion within agreed timelines.\nProficiency with AML tooling (case management, screening, transaction monitoring); familiarity with blockchain analytics tools is an advantage.\nStrong communication skills, both written and verbal, in English; French is an asset; knowledge of German and/or Luxembourgish is an advantage.
\nCertifications:\nRelevant certifications such as CAMS (Certified Anti-Money Laundering Specialist) or ICA (International Compliance Association) qualifications are considered an advantage.
\nXML job scraping automation by YubHub
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