Merchant Security Expert with German and English SumUp · Sofia

Join our dynamic and international Merchant Security team, specializing in Risk & Fraud. Our team spans across three continents, bringing together diverse talents from over 60 countries. We thrive on challenges and collaborate seamlessly to ensure the success of small businesses globally. What you’ll be doing in this position: Proactively addressing a variety of transaction-related requests from our merchants while adhering to security rules and procedures. Acting as the voice of our internal Risk and Fraud Team by contacting merchants and verifying documents based on risk assessments. Monitoring merchant behavior in compliance with AML and internal T&Cs rules Utilizing decision-making abilities for reviewing customer business and adjusting payment limits Providing support to German and English-speaking customers through various communication channels, via phone, chat or email. The role primarily involves outgoing calls with low phone volume , and each issue is handled through the most suitable channel. Inbound calls are mainly escalations from Level 1 support, which is outsourced, and 60% of the work is not client-facing You’ll be great for this role if: You possess excellent language skills in both German and English Communication is your strength, and you handle customer interactions with ease and patience. Curiosity and persistence drive you to solve issues…