KYC Analyst (Italian-Speaking) - Short-term Rental Platform

We are seeking a highly motivated and detail-oriented Analyst – Outbound Calling, Payment Compliance to join our Compliance Operations team. The successful candidate will play a critical role in supporting the Know Your Business (KYB) and Know Your Customer (KYC) programs by engaging directly with customers to ensure completion of their KYC requirements. This role combines strong communication skills with a solid understanding of compliance procedures and operational processes, involving outbound calls to facilitate KYC completion, manage tickets, and provide real-time assistance to customers.

Must Have

• Conduct outbound calls to hosts/customers to facilitate completion of KYC requirements.
• Create and manage tickets to document call activity, notify customers prior to outreach, and maintain accurate case records.
• Perform follow-up calls and outreach attempts to ensure timely completion of KYC processes.
• Provide real-time assistance to customers during calls to help them complete their KYC verification successfully.
• Monitor and update compliance cases to ensure that once KYC is completed, the corresponding case is marked as verified and resolved.
• Collect and record customer feedback on the KYC process to identify opportunities for service and process improvements.
• Maintain a high standard of accuracy, professionalism, and customer focus in every interaction.
• Collaborate with internal teams, including compliance and risk operations, to ensure adherence to policies and consistent case resolutions.
• Fluent, verbal and written in Italian (C1).
• Fluent, verbal and written in English (B2).
• 2–3 years of professional experience in outbound calling, customer support, or tele-operations.
• Working knowledge of KYC, KYB, and AML procedures or similar regulatory frameworks.
• Excellent verbal and written communication skills.
• Strong analytical and critical thinking abilities.
• Demonstrated problem-solving and decision-making skills.
• Proven ability to build trust with customers.
• Ability to work effectively in a fast-paced, high-volume environment with strong attention to detail and accuracy.

Good to Have

• Experience preferably within compliance operations, payments, banking, fintech, or e-commerce industries.
• Proficiency in Microsoft Excel and data-handling tools.
• Previous experience in a compliance-focused customer-facing role.
• Familiarity with case management systems, CRM tools, or ticketing platforms.
• Understanding of operational performance metrics and quality assurance standards.

Perks & Benefits

• Competitive salary (base and additional bonuses)
• Central location in Lisbon, Portugal
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs

Experience the power of a game-changing career

Are you looking for what’s next? We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

If you’re looking to grow and be inspired, as a KYC Analyst in Lisbon, Portugal (On-Site) you will make use of your skills, supporting our client's different areas of the company. We are seeking a highly motivated and detail-oriented Analyst – Outbound Calling, Payment Compliance to join our Compliance Operations team. The successful candidate will play a critical role in supporting the Know Your Business (KYB) and Know Your Customer (KYC) programs by engaging directly with customers to ensure completion of their KYC requirements.

This role combines strong communication skills with a solid understanding of compliance procedures and operational processes. The ideal candidate will have prior experience in outbound calling and exposure to compliance-related operations such as KYC and AML

.

Career growth and personal development

We’ll give you all the training, cutting-edge technologies, and the continuing support you’ll need to succeed. At Concentrix, there’s a real career and personal growth potential. About 80% of our managers and leaders have been promoted from within! That’s why we offer a range of FREE Learning and Leadership Development programs designed to set you on your way to the kind of career you’ve always envisioned.

What you will do in this role

As a KYC Analyst, you will:

• Conduct outbound calls to hosts/customers to facilitate completion of KYC requirements and minimize potential impacts on their profiles due to non-compliance.
• Create and manage tickets to document call activity, notify customers prior to outreach, and maintain accurate case records.
• Perform follow-up calls and outreach attempts to ensure timely completion of KYC processes.
• Provide real-time assistance to customers during calls to help them complete their KYC verification successfully.
• Monitor and update compliance cases to ensure that once KYC is completed, the corresponding case is marked as verified and resolved.
• Collect and record customer feedback on the KYC process to identify opportunities for service and process improvements.
• Maintain a high standard of accuracy, professionalism, and customer focus in every interaction.
• Collaborate with internal teams, including compliance and risk operations, to ensure adherence to policies and consistent case resolutions.

Your qualifications

Concentrix is a great match if you:

• Are fluent, verbal and written in Italian (C1)
• Are fluent, verbal and written in English (B2)
• 2–3 years of professional experience in outbound calling, customer support, or tele-operations, preferably within compliance operations, payments, banking, fintech, or e-commerce industries.
• Working knowledge of KYC, KYB, and AML procedures or similar regulatory frameworks.
• Excellent verbal and written communication skills with the ability to explain complex topics clearly and confidently.
• Strong analytical and critical thinking abilities, with the capacity to connect data points, identify patterns, and make informed determinations.
• Demonstrated problem-solving and decision-making skills, with the ability to justify conclusions both verbally and in writing.
• Proven ability to build trust with customers while maintaining the integrity and reputation of the organization.
• Proficiency in Microsoft Excel and data-handling tools is a strong advantage.
• Ability to work effectively in a fast-paced, high-volume environment with strong attention to detail and accuracy.
• Previous experience in a compliance-focused customer-facing role.
• Familiarity with case management systems, CRM tools, or ticketing platforms.
• Understanding of operational performance metrics and quality assurance standards.

If you feel you don’t check every box, we still encourage you to apply. We'll do our best to match you with the right job, whether it’s this or another role.

What’s in it for you

In this role, we offer benefits that help you support your unique lifestyle:

• Competitive salary (base and additional bonuses)
• Central location in Lisbon, Portugal
• Bring-a-friend (referral) bonus opportunities
• Full paid training on the company and the project you'll be working on
• Career development programs

Experience the best version of you!

If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.”

Concentrix is an equal-opportunity employer

We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.

Eligibility to work

In accordance with Portugal’s law, only applicants who are legally authorized to work in Portugal will be considered for this position.