Job Description

Cheddar is authorised and regulated by the Financial Conduct Authority with permissions to conduct Payment Initiation Services and Account Information Services. We are directly authorised and do not act as an agent to any third parties.

As Compliance Lead & MLRO, you'll oversee and manage our regulatory requirements in relation to these permissions, including:

• Drive a culture of compliance across the business with a focus on the voice of the customer.
• Continually review and develop AML and financial crime processes, and ensure the implementation and appropriate controls that reflect evolving business and regulatory requirements
• Be a key stakeholder in the delivery of new products and processes as the voice of compliance and the customer
• Facilitate risk-based Know Your Customer and Transaction Monitoring programmes to detect unusual activity and investigate and report suspicious activity in accordance to regulatory requirements
• Build relationships with relevant authorities, payment schemes, and regulators to ensure we operate according to the latest Financial Crime trends
• Ensure accurate responses and reports to the Regulator (FCA).
• Manage UK operations, including training plans, tracking team and individual Key Performance Indicators (KPIs), and Key Risk Indicators (KRIs) for the programme
• Work with senior management and our compliance consultants to provide strategic planning, organisational structure, focus areas, and quarterly goals and key results
• Work with all relevant partners, financial institution partners, finance networks and regulatory authorities
• Conduct compliance review and analysis of new regulatory developments and maintain oversight of developments affecting business activities
• Prepare reports to senior management and Board of Directors to communicate all relevant compliance issues and escalate any important or high risk compliance issues
• Work cross-functionally (such as Product, Development, Customer Service) to identify clear steps necessary to avoid regulatory risks and provide solutions

Qualifications

• 2+ years of experience in an open banking firm, or related e-money/payments industry with experience to operate at a compliance lead, MLRO or Deputy MLRO level.
• 2+ years of people management experience
• Operational knowledge in building and running a sound compliance programme, with hands-on knowledge and an understanding of regulatory requirements in the UK
• Demonstrated ability to communicate effectively with senior management and third-party stakeholders
• Ability to build collaborative working relations with peers, colleagues and with remote based teams with individuals at all levels of the organisation
• Experience with data visualisation tools

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Job Description

As our Social Media and Community Manager, you'll:

• Be the voice of Cheddar when communicating to our audience on all social platforms, including instagram, TikTok, youtube and LinkedIn.
• Develop and execute a social strategy to grow and engage a digital audience across all relevant platforms
• Have a great understanding of the latest social media trends to create content that resonates with consumers, as well as working with external content creators to further the appeal and reach of our brand online
• Work with affiliates/influencers to product content, collaborate, and drive both awareness and use of the Cheddar product
• Be the point of contact for all social platforms, triaging and managing all inbound communications and working cross-functionally with customer service, product, compliance and development teams to resolve customer issues
• Implement processes to streamline the execution of social strategies, including content creation and iterations
• Work with the performance marketing team to feedback and inform the latest trends across social media and social finance
• Collaborate with brand partners to curate and execute social campaigns

Qualifications

The ideal candidate will:

• Be very familiar with the core social platforms for 18-45 year olds in the UK, especially instagram and Tiktok
• Be confident and a great communicator
• Have experience in working for or with a brand (eg. consultant) with a proven track record of social platform growth and engagement
• Have either grown a social platform from 0 to 10k+ followers organically, or managed an existing account of 50k+ followers with month-on-month organic user growth
• Be organised and able to prioritise and manage their time, tasks and campaigns effectively
• Be dynamic, motivation and eager to experiment with social ideas and strategies
• Be comfortable in front of a camera in being the social face of the brand

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Job Description

As a Customer Service Agent, you will be a vital part of our team, handling a range of customer and support activities. Your primary role will involve responding to customer queries received through various channels such as; in-app support, phone calls, emails, and social media. You will be triaging and resolving a wide range of issues, including but not limited to: onboarding, payment/cashback/gift card queries, and more, ensuring customer satisfaction and operational excellence.

The role is predominantly remote, with an ask to visit the office at least once every other week.

Roles and responsibilities

1. Manage and respond to customer queries via email, inbound tickets, phone calls, social media etc.

2. Provide real-time support through live chat and inbound tickets to address and resolve issues efficiently.

3. Support users with onboarding, payment-related issues, disputes, and other queries promptly.

4. Collaborate closely with internal teams including Compliance, Engineering, and Product to enhance processes and customer service tools.

5. Contribute to the improvement of support processes by identifying issues and recognising trends.

6. Assist in documenting processes to develop operational guidelines and procedures as we continue our growth

7. Work under the guidance of the operations lead to plan and coordinate operational activities to ensure KPI’s are achieved.

8. Monitor day-to-day operations, track performance, and recommend procedural enhancements to boost efficiency and maintain quality standards.

Qualifications

• Proven experience in customer service or operations, preferably in payments or finance industry.

• Excellent communication and interpersonal skills, with a knack for problem-solving.

• Ability to handle multiple tasks simultaneously and meet tight deadlines.

• Strong organisational skills and attention to detail.

• Proficient with zendesk. Being familiar with google suite and CRM systems is an added bonus.

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