Operations Associate

The Role

Operations Associate

About the Role

We are looking for an Operations Associate to join our Operations team. This is primarily a customer-facing service role, supporting customers through email and other text-based channels, ensuring timely, clear, and effective resolution of enquiries. You will also be trained to support a range of basic operational and compliance-related tasks across areas such as Fraud, Customer Due Diligence (CDD) Onboarding, and Screening. This is a great opportunity for someone with experience in customer-facing roles who wants to build a career in financial services, payments, operations, and compliance. As part of the role, you will help drive continuous improvement for the Operations function with a continual focus on efficiency and effectiveness.

Key Responsibilities

• Respond to customer enquiries via email and other text-based channels, providing timely, professional, and effective support.
• Deliver a high-quality customer experience, ensuring responses are clear, accurate, and aligned to Modulr’s service standards.
• Take ownership of customer queries from initial contact through to resolution, escalating where appropriate.
• Follow structured operational processes to complete customer, account, or case-related activities.
• Support basic compliance-related tasks across areas such as Fraud, CDD Onboarding, and Screening, following training and guidance.
• Liaise proactively with customers where further information or documentation is required.
• Review customer information and documentation to ensure it is complete, accurate, and suitable for operational processing.
• Apply reasoning and attention to detail to identify anomalies, missing information, or potential issues requiring further review.
• Escalate unusual activity, incomplete information, potential fraud indicators, screening concerns, or other exceptions in line with internal procedures.
• Maintain clear and accurate records of customer interactions, decisions, actions taken, and outstanding requirements.
• Work collaboratively with Operations, Financial Crime, Fraud, CDD, Screening, and other internal teams to resolve customer and case-related matters.
• Manage multiple customer enquiries and operational tasks in a high-volume environment while maintaining quality, accuracy, and turnaround times.
• Contribute to continuous improvement by identifying opportunities to improve processes, customer communication, and ways of working.
• Maintain awareness of relevant operational, compliance, and data protection requirements appropriate to the role.

Requirements & Tech Stack

• Experience in a customer-facing role, ideally within financial services, fintech, payments, technology, operations, customer support, or another regulated environment.
• Experience supporting customers through email, live chat, ticketing systems, or other written/text-based channels.
• Strong written and verbal communication skills, with the ability to explain information clearly and professionally.
• Business-level proficiency in English, both written and verbal.
• High attention to detail and the ability to work accurately when reviewing customer information, documentation, and operational tasks.
• Strong ownership of the customer experience, with a focus on doing the right thing for customers and the business.
• Ability to manage multiple tasks, switch between priorities, and remain organised in a fast-paced operational environment.
• Comfortable following structured processes while using judgement to identify when something needs to be questioned or escalated.
• Good problem-solving skills and the ability to work through customer or operational issues logically.
• Willingness to learn basic compliance processes, including Fraud, CDD Onboarding, and Screening activities.
• Ability to work independently with accountability, while also collaborating effectively as part of a team.

Qualifications

• You’ll be someone who enjoys helping customers, solving problems, and taking ownership of getting things right.
• You are comfortable working through written customer queries, asking clear follow-up questions, and ensuring customers receive a professional and helpful response.
• You will have strong attention to detail and be able to follow processes carefully, particularly when dealing with information that may support basic compliance or financial crime activities.
• You do not need to be a compliance specialist from day one, but you should be curious, willing to learn, and comfortable working in an environment where accuracy, judgement, and escalation are important.
• You will be able to balance service quality with pace, managing multiple enquiries and tasks while maintaining a high standard of work.
• You’ll be collaborative, proactive, and open to building your knowledge across different areas of Operations.