Customer Approval Knowledge Expert (KE)

Payoneer, Shanghai

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Customer Approval Knowledge Expert (KE), Shanghai / China

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About Payoneer

Payoneer’s mission is to empower businesses to go beyond – beyond borders, limits and expectations. In today’s digital world, Payoneer enables any business of any size from anywhere to access new economic opportunities by making it possible to transact as easily globally as they do locally.

Payoneer’s digital platform streamlines global commerce for millions of small businesses, marketplaces and enterprises from 200 countries and territories. Leveraging its robust technology, compliance, operations and banking infrastructure, Payoneer delivers a suite of services that includes cross-border payments, working capital, tax solutions and risk management. Powering growth for customers ranging from aspiring entrepreneurs in emerging markets to the world’s leading digital brands like Airbnb, Amazon, Google and Upwork, Payoneer makes global commerce easy and secure.

Payoneer is a leading fintech company built to disrupt today’s way of commerce. Payoneer has accumulated numerous prestigious accolades, including but not limited to:

Payoneer - one world, one platform, endless opportunities.

About Payoneer China

Ever since its inception, Payoneer China has grown at a blistering speed with 250+ employees serving hundreds of thousands of customers. Payoneer China currently is the market leader in cross border payments for ecommerce, B2B trade, and mobile applications. We are also well positioned to grow our business into other business verticals, delivering a portfolio of products and services.

This is a unique opportunity for talents to participate in a fast-moving environment to provide disruptive products and solutions that solve real commercial challenges. It is also a great opportunity to super charge your career and to amplify professional growth, business acumen, and cross industry experience.

If you’re an experienced leader, manages operations in the Fintech industry, loves to get things done, collaborates with colleagues all over the world and is interested in joining a fast-growing global company that is trusted by the world’s top digital brands and truly cares for its customers, join us at Payoneer!

With over 2000 employees globally, fast processing and delivery of payments is at the heart of our success. Our customers rely on us to make fast and cost effective worldwide international payments.  The Payoneer team is dedicated to overcoming the complexities associated with cross-border commerce. We believe in being hi-tech hi-touch, developing the most cutting-edge solutions while remaining friendly and approachable

What’s the job?

It’s a job that is Dynamic, Fast paced and has the gratification of offering support to our amazing KE Team and our customers! A job that enables you to interact with other Payoneer departments such as Configuration Team and R&D, Client Services and the larger Operations team to solve our customers issues and major issues! A job which puts you at the front-line. Coming up with creative solutions on the spot in real time. Ringing the alarm to other departments about new and recurring issues in order to stop problems in their tracks.

Key responsibilities of this roles are:

  • Be the POC for all KYC case escalations and follow up until the resolution of the cases
  • Identify new issue trends based on the analysis of the escalation cases and share the findings with the team on a regular basis
  • Conduct quality monitoring work with our outsourced team to ensure their QA work is done in a high-quality way, able to share insights and drive actions to improve the accuracy of QA
  • Continuously review and improve existing procedures to improve KYC efficiency and customer journey
  • Work closely with other teams globally and locally on projects
  • Be the expert in KYC knowledge and provide guidance/clarity to other teams when needed

We’re looking for:

  • Strong customer-centric service skill and mindset
  • Good learning agility
  • Excellent oral and written communication
  • Able to maintain professionalism and use tact when dealing with agents & customers
  • Good English verbal and written skill
  • Native mandarin speaker (or close to native)
  • Strong working knowledge of Microsoft Office
  • Able to work under pressure with time constraint
  • KYC knowledge will be a strong plus


For Payoneer internal candidates:

  • 3+ years working experience, with minimum 1 year tenure in Payoneer CC or Ops roles
  • Good performance and reference check from line manager                     

For external candidates:

  • College degree or above
  • 3+ years working experience


About Payoneer

About us Payoneer is an easy, secure, and cost-effective way for companies of all sizes to pay people and businesses throughout the world. Since 2005, Payoneer has provided companies with multiple ways to transfer payments, including prepaid debit MasterCard® cards, deposits to local banks worldwide and payments to local e-wallets. Award-winning Payoneer has quickly become an innovator in the field of online payment solutions with thousands of companies and more than a million payees worldwide. Payoneer is a leading mass-payout company that provides solutions to enable both Fortune 100 companies as well as small businesses to make payments to 210 countries around the world.

Want to learn more about Payoneer? Visit Payoneer's website.