Paystream

The KYC & Underwriting Coordinator plays a vital role in onboarding new merchants by coordinating the collection, review, and verification of Know Your Customer (KYC) and Know Your Business (KYB) documentation, while supporting risk and underwriting teams in evaluating merchant eligibility. This is a hybrid role combining compliance operations, risk assessment support, and direct communication with merchants.

The Coordinator acts as the first point of contact for merchants during onboarding, ensuring that information is complete, accurate, and compliant with regulatory and internal requirements. The role liaises between sales, compliance, risk, and operations teams to enable smooth and timely merchant activation.

Job description

1. Merchant Communication & Onboarding

• Act as the main contact during the onboarding phase for merchants.
• Guide merchants through document submission requirements and clarify KYC/KYB processes.
• Respond to merchant queries about status, missing documentation, and compliance requests.
• Maintain a clear, professional, and responsive communication trail.

2. Document Collection & Verification

• Request and collect documentation from merchants including:
  • Business registration documents
  • Director/shareholder IDs and proof of address
  • Bank statements
  • Proof of domain ownership or business activity
  • Beneficial ownership information (UBO)
• Verify documents for authenticity, completeness, and alignment with legal requirements.
• Upload and organise documentation in internal systems.

3. KYC/KYB Screening Support

• Initiate automated KYC/KYB checks using third-party tools (e.g. Verify, ComplyAdvantage, Onfido, Sumsub).
• Perform basic reviews of screening results:
  • Sanctions and PEP screening
  • Adverse media results
  • Company ownership structures
• Escalate potential hits to compliance or risk teams for further review.

4. Underwriting Coordination

• Prepare merchant application files for underwriting review.
• Provide summary notes on merchant risk factors and business model.
• Track application status and coordinate decision turnaround.
• Support the underwriting team by chasing missing items or clarifications.

5. Compliance & Regulatory Support

• Ensure adherence to applicable regulations (e.g. AMLD, PSD2, FCA, GDPR).
• Flag unusual or suspicious activity to compliance for potential SARs.
• Maintain audit trails of all KYB/underwriting-related communication and actions.

6. Operational Excellence

• Update CRM and internal dashboards to reflect real-time onboarding status.
• Maintain SLA targets (e.g. 24–48h turnaround on KYB files).
• Contribute to process improvement by identifying common issues or bottlenecks.
• Participate in regular feedback loops with product and risk teams to refine onboarding flows.

Required Skills & Competencies

Knowledge Areas. Basic understanding of KYC, AML, merchant risk, payment processing, and business structures. Awareness of scheme rules (Visa, Mastercard) is an advantage.

Tools Familiarity. CRM (e.g. Salesforce, HubSpot), KYC tools (e.g. Verify. ComplyAdvantage, LexisNexis, Sumsub), document management systems.

Communication Skills. Clear, professional written and verbal communication with clients and internal stakeholders.

Organisation. Ability to manage multiple merchant files simultaneously, ensuring accuracy and speed.

Attention to Detail. Vigilance in document verification and data accuracy.

Team Collaboration. Ability to work cross-functionally with Sales, Risk, Compliance, and Product teams.

Discretion & Integrity. Maintains confidentiality when handling sensitive information. Demonstrates sound judgement, compliance-first thinking, and a strong ethical standard in all interactions and decisions.

We are seeking an experienced payments professional to join our team as an Onboarding / Technical Account Manager.

In this role, you will act as the primary point of contact for newly onboarded merchants, ensuring seamless technical integration, optimal payment flow configuration, and ongoing operational efficiency. You will collaborate closely with product, engineering, and compliance teams to deliver a best-in-class merchant experience.

Key Responsibilities

• Lead merchants through the full onboarding process, including account activation, technical configuration, and go-live readiness.
• Advise merchants on payment flow design, routing strategies, and decline mitigation.
• Configure merchant profiles in the platform’s administration environment – including limits, risk parameters, and user permissions.
• Investigate and resolve payment processing issues, providing detailed feedback on decline codes, authorisation flows, and 3-D Secure transactions.
• Manage support cases in English and Russian/Ukrainian, ensuring timely and accurate responses.
• Liaise with internal product, development, and compliance teams to address merchant requirements and resolve complex issues.
• Monitor merchant performance post-launch, identifying optimisation opportunities.

Requirements

• Minimum 2 years’ experience in fintech, PSP, acquiring, or card scheme-related roles.
• Proven track record in a client-facing, technically focused position within the payments industry.
• Strong understanding of card payment processing, including authorisation logic, decline reasons, and 3-D Secure 2 protocols.
• Practical experience with merchant administration tools, ticketing systems (e.g. Jira, Zendesk), and API testing tools (e.g. Postman).
• English at B2 level or above; fluency in Russian/Ukrainian.
• Excellent communication skills, with the ability to explain technical concepts to both business and technical stakeholders.
• Ability to manage multiple merchant relationships simultaneously while maintaining high service standards.

Desirable

• Familiarity with anti-fraud systems, PCI DSS compliance, and KYC/KYB processes.
• Experience working with global acquiring banks and international payment gateways.
• Understanding of cross-border payments, multi-currency settlement, and regional compliance nuances.

Position Summary

The FinTech Business Analyst will be responsible for defining and driving business requirements, as well as communicating them to key stakeholders, including the CEO, CPMO, and partners, for PayStream.com's platform. This role involves close collaboration with engineering, design, and business teams to deliver innovative and scalable solutions that meet market needs.

Responsibilities

• Business Requirement Elicitation with the main stakeholders, form the proper PDR and prepare for solution design:
  • Perform initial product analysis to assess the need and impact of changes.
  • Drive consumer intelligence through internal and external data sources.
  • Develop and adopt research tools and methods for product marketing intelligence.
  • Ensure compliance with relevant legislation, regulations, and ethical standards.
  • Identify and manage product rationalisation.
  • Ensure third-party compliance with business processes and policies.
• Monitor the market, competitors, and prices, and provide recommendations to support decision-making discussions based on best Agile practices.
  • Support product decisions with quantitative data.
  • Create and monitor metrics to evaluate user satisfaction with the product direction.
  • Understand metrics and the reasons behind changes.
  • Understand users, including why a product works for some and not others.
• Liaise with other departments, such as IT, design, and the product office, to improve the efficiency of price changes.

Qualifications

• Proven experience in the FinTech industry.
• Strong understanding of the technology industry, API, and software development.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration abilities.
• Ability to work in a fast-paced and dynamic environment.

Reporting Structure

This role reports to the CPMO.

Key Relationships

• Engineering Team
• Design Team
• Business Development Team
• Marketing Team