Brand Ambassador – Payments / Crypto Entities

Brand Ambassador – Payments & Crypto Entities
 

We are hiring on behalf of an international fintech group with regulated entities across multiple jurisdictions. 

Role Overview

We are looking for a Brand Ambassador – Payments & Crypto Entities to act as the primary relationship
point between our brands and external financial institutions, including banks, EMIs, PSPs, payment
providers and other financial partners.
The role sits at the intersection of Payments, Compliance, MLRO and external financial institutions. The
Brand Ambassador will represent our companies externally, ensure that financial partners clearly
understand the businesses they work with, and ensure that their requirements, concerns and expectations
are properly understood and addressed internally.
This is a relationship-driven role requiring strong communication, commercial awareness, attention to
detail and the ability to understand both sides of a financial relationship.
The person in this role should be comfortable speaking directly with banks and financial institutions,
explaining complex business activities in a clear and credible manner, asking the right questions, identifying
potential issues early and coordinating internally to resolve them.

Key Responsibilities
1. Financial Institution Onboarding
 

• Act as the primary contact between the company and banks, EMIs, PSPs and other financial
  institutions during onboarding and due diligence processes.
• Represent the brand and clearly explain its business model, products, customer base, markets, payment flows and operational structure.
• Present relevant information regarding expected transaction volumes, transaction patterns, customer profiles, refund/chargeback activity and other operational metrics.
• Understand the financial institution's onboarding requirements and translate them into clear internal requirements for the Payments, Compliance and MLRO teams.
• Coordinate responses to KYB, KYC, AML, compliance and risk-related questions.
• Ensure that requested documentation and information are collected and delivered accurately and within the required timeframe.
• Identify unclear, excessive or potentially problematic requirements and discuss them with the relevant internal teams before responding.
   

2. Ongoing Banking & Financial Institution Relationships

• Maintain regular and professional communication with banking and financial institution contacts after onboarding.
• Develop strong working relationships with account managers, compliance officers, risk teams and other relevant contacts.
• Ensure that communication does not only happen when there is a problem.
• Maintain awareness of the expectations, preferences and requirements of each financial partner.
• Monitor communications and identify early signs of dissatisfaction, increased scrutiny or potential account-related issues.

Ensure relevant internal stakeholders are informed of material developments in a timely manner.
 

3. Early Risk Detection & Internal Escalation

The role is expected to act as an early-warning mechanism between the company and its financial partners.

This includes:
 

• Identifying signals that a bank, EMI or PSP may have concerns regarding a brand, transaction activity, customer traffic or business practices.
• Recognising changes in tone, requests for additional information, unusual reviews, increased monitoring or other indicators that may precede a formal escalation.
• Immediately escalating relevant concerns to the MLRO, Compliance, Payments and management teams. 
• Helping the internal team understand exactly what the financial institution is concerned about and what is required to address it.
• Following issues through until the financial institution confirms that the matter has been appropriately resolved.

4. Compliance Reviews & Elevated Risk Situations

• Act as the external representative of the brand during compliance reviews, enhanced due diligence and other elevated reviews initiated by financial institutions.
• Coordinate with the MLRO and Compliance teams to ensure that responses are accurate, consistent and properly supported. 
• Where issues arise from problematic campaigns, traffic sources, customer behaviour, refunds, chargebacks or other operational activity, help manage the communication with the financial
  institution.
• Present the company's position professionally while acknowledging and addressing legitimate concerns.
• Coordinate internally on corrective actions and communicate the relevant remediation back to the financial institution.
• Help protect the relationship with the financial institution while ensuring that the company does not make commitments or representations outside the authority of the relevant internal teams.

5. Payment Recalls, Transaction Issues & Partner Escalations

• Act as a point of contact when banks or financial institutions raise concerns regarding payment recalls, suspicious transactions, customer complaints or other transaction-related matters.
• Coordinate with Payments, Compliance, Risk and the MLRO to establish the facts and determine the appropriate response.
• Ensure that responses to financial institutions are timely, consistent and supported by the relevant information.
• Monitor recurring issues and identify patterns that may require operational or compliance changes.
• Escalate recurring or material issues to management before they develop into a larger relationship or account risk.

6. Internal Coordination

The Brand Ambassador will work closely with:

• MLRO & Compliance – AML, regulatory and financial-crime related matters.
• Payments – payment flows, providers, settlements, transaction activity and operational matters.
• Risk – chargebacks, fraud, traffic quality and customer-related risk.
• Management – strategic relationships, escalations and major financial-institution matters.
• Operations / Marketing, where relevant, to understand activity that may affect the relationship with a financial institution.

The role is expected to ensure that information moves effectively in both directions:

Financial Institution → Company
Requirements, concerns, questions, warnings, changes and expectations.

Company → Financial Institution
Business activity, explanations, documentation, remediation, operational updates and commercial context.

What Success Looks Like

Success in this role is not simply measured by opening new accounts.
The successful Brand Ambassador will help create stable, long-term relationships with financial institutions where partners understand the businesses they support and feel confident communicating
with the company.

Success means:

• New financial relationships are onboarded efficiently.
  Banks and financial institutions receive clear, accurate and consistent information.
• Internal teams understand external requirements before they become problems.
• Potential banking issues are identified early rather than after an account is restricted or terminated.
• Compliance and operational escalations are handled professionally and quickly.
• Financial institution relationships remain active and constructive over the long term.
• Management is alerted early to risks that could affect payment processing, settlements or client
  operations.

Candidate Profile:

We are looking for someone who is:

• A strong and confident communicator.
• Comfortable speaking directly with banks, EMIs, PSPs and compliance professionals.
• Able to explain complex business activities clearly and professionally.
• Commercially minded while understanding the importance of compliance and risk.
• Highly organised and capable of managing multiple financial relationships simultaneously.
• Naturally proactive and able to identify problems before they become escalations.
• Comfortable handling difficult conversations and defending the company's position professionally.
• Able to understand technical, operational and compliance information without necessarily being the subject-matter expert in each area.
• Trustworthy, discreet and comfortable working with sensitive business and financial information.
• Capable of coordinating several internal departments toward one external response.

Experience

Experience in one or more of the following areas would be highly valuable:

• Banking or financial institution relationship management.
• Payments / PSP / EMI environments.
• Fintech or crypto businesses.
• Banking onboarding or KYB/KYC.
• AML, compliance or financial crime environments.
• Merchant acquiring or payment operations.
• Account management with banks or financial institutions.
• Corporate banking or correspondent banking relationships.

Direct experience within all of these areas is not required. Strong communication skills, commercial understanding, ownership and the ability to learn complex financial businesses are equally important.

Important Distinction

This is not a pure sales role and not a Compliance or MLRO position.

The Brand Ambassador is the person who ensures that the company and its financial partners understand
each other.

The role requires someone who can confidently represent the company externally, understand what the
bank or financial institution needs, bring that information back to the relevant internal specialists, and then coordinate the response until the matter is resolved.

In difficult situations, this person should be able to stand in front of the financial institution and represent the company professionally — while working closely with the MLRO, Compliance, Payments and Risk teams to ensure that the substance of the response is correct.