Merchant KYB Services Associate
Job description
About the role
You own the end-to-end quality of merchant KYB interactions for assigned accounts, ensuring every conversation moves the compliance process forward. You own the clarity of communication by translating regulatory requirements into simple, professional guidance that merchants can easily follow. You own the accuracy of records by verifying document completeness and promptly flagging any missing or inconsistent information. You own the timely resolution of follow-ups, persistently guiding merchants until their KYB files meet internal standards. You own the integrity of the compliance pipeline by strictly adhering to internal policies and securely handling sensitive merchant data. You own the continuous improvement of the support experience by identifying recurring issues and suggesting practical enhancements to the process. You own collaboration with internal stakeholders to resolve edge cases and escalate appropriately when necessary. You own the successful completion of your 3-month assignment by meeting all key process metrics and contributing to a smooth merchant experience.
Key facts
What you'll do
Contact merchants by email, phone, or other approved communication channels to initiate KYB discussions.
Explain that their KYB process must be completed in alignment with Wolt's compliance requirements and regulatory obligations.
Guide merchants clearly on which specific documents they need to upload for verification.
Help merchants understand how and where to submit the required information within the designated internal systems.
Follow up with merchants who have not yet completed the KYB process to reduce outstanding gaps.
Check whether uploaded documents are complete and meet basic internal quality and format requirements.
Flag missing, unclear, or incorrect information to the relevant compliance and operations teams for further review.
Use internal tracking tools to monitor case progress and keep merchant records accurately updated.
Maintain a professional and empathetic tone across all communication channels with merchant partners.
Ensure all interactions adhere to Wolt's policies, data protection standards, and operational best practices.
Support the stability and reliability of the compliance workflow by consistently meeting established process timelines.
Collaborate with team members to resolve complex cases that require additional verification or escalation.
Document key outcomes and decisions to ensure traceability and continuity of the KYB process.
Contribute feedback on common merchant challenges to help improve the overall KYB experience.
Requirements
Fluency in English and Slovak is mandatory for effective merchant communication and documentation handling.
Strong communication skills and confidence in initiating and maintaining professional conversations with merchants.
Ability to explain compliance processes clearly, patiently, and in a way that is easy for merchants to understand.
Good attention to detail to accurately assess document completeness and compliance with internal requirements.
Comfortable working with documents, structured information, and digital tools used in compliance workflows.
Able to follow clear guidelines and internal processes consistently to ensure standardized execution.
Organized and capable of managing multiple follow-ups simultaneously without losing track of case details.
Professional approach when handling sensitive merchant information and maintaining confidentiality at all times.
Willingness to work within a fixed-term, part-time commitment of 20 hours per week over a 3-month period.
Ability to perform duties from the Bratislava, Slovakia location during the specified contract duration.
Acceptance of a monthly gross compensation of 650 EUR for the defined engagement period.
Commitment to adhering to Wolt's compliance policies, data protection standards, and operational procedures.
Nice to have
None listed.
Practical notes
This is a fixed-term, part-time role lasting 3 months with a weekly commitment of 20 hours.
The position is based in Bratislava, Slovakia, and requires the associate to work from this location.
Travel is not expected as part of the standard duties for this role.
No visa sponsorship information is provided for this position.
The compensation is structured as a monthly gross salary of 650 EUR for the duration of the contract.
The role involves direct interaction with merchants and the use of internal compliance tools and systems.
Performance will be evaluated based on process adherence, communication quality, and resolution of merchant KYB cases.