Operations Associate

• Are you curious, excited by experimentation and always looking to innovate?
• Do you want to work in embedded payments where you can keep learning and developing whilst getting hands-on experience?
• Do you want to have the opportunity to play an important role in a rapidly growing and exciting Fintech business

If so, we would love to connect and collaborate!
We want to hire ambitious, and value-adding talent into Modulr, one of the fastest growing payments businesses in the UK and Europe. Modulr is experiencing significant growth, and in this role, you will work in a cross-functional team who are asked to solve a problem, rather than be handed a task to do. This is an excellent opportunity to work in a high-growth environment with a fast-paced and collaborative culture where you will have great opportunities to work on challenging problems.

About us
At Modulr our mission is to move money efficiently to power business productivity. We are building a new digital payments service to make money flow more efficiently through businesses and the economy. This is a new type of payments account that is built for businesses that need faster, easier and more reliable ways to move money.
Our flexible platform and innovative approach allows our customers to utilise our payments account instead of a traditional bank account. Our accounts come with a sort code and account number, access to payment systems (eg Faster Payments and Visa) and everything our customers need from a payments account. They can instantly open as many accounts as they need, automate how they make and receive payments as well as the reconciliation processes these create. All in real time, 24/7 through their own systems utilising our API that integrates into any platform.
Our founding team has a wealth of experience in the payments industry and growing successful businesses. Modulr is backed by payments giants PayPal Ventures and FIS Ventures, as well as startup and scale up specialists Blenheim Chalcot, General Atlantic, Frog and Highland Europe which enables us to leverage their resources and expertise to drive our growth initiatives. These partnerships provide us with the necessary provisions to propel our business to new heights.

Modulr values
•Building the extraordinary; going that extra mile.
•Owning the opportunity; be passionate and proud of the time you invest.
•Move at pace; reach goals faster whilst supported on your career journey.
•Achieve it together, working collaboratively and being a Modulite.

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.
Alongside the customer service element, you will also be trained to support a range of basic operational and compliance-related tasks across areas such as Fraud, Customer Due Diligence Onboarding and Screening. These activities may include following structured processes, reviewing information, identifying anomalies, escalating issues where required and helping ensure customer records and operational actions are completed accurately.
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.

Specific duties
•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 from specialist teams.
•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.

Skills & Experience
•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.

About you
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.

ModInclusion
At Modulr, we are working hard to build a more positive diverse and inclusive culture that helps everyone to feel they belong and can truly bring their whole self to work. Not only is it the right thing to do for everyone in the Modulr team, it’s also the right thing to do for our business, the community we operate in and attracting future talent. As part of our approach, we actively welcome applications from candidates with diverse backgrounds.