Senior Compliance Professional
20 hours ago
Our organization requires a Compliance Specialist to ensure seamless customer interactions. This individual will be responsible for reviewing and approving live message content, identifying potential fraud, spam, and phishing attempts.
Key Responsibilities:
- Monitor and approve live message content to identify potential fraud, spam, and phishing attempts.
- Detect, report, and take appropriate action against fraudulent activity, including blocking suspicious accounts.
- Serve as a senior member of the Compliance function, producing and updating business processes and acting as a key point of contact within the team.
- Stay current on regulatory and compliance updates, sharing best practices across the Support and Compliance teams.
- Onboard, mentor, and oversee Compliance Specialists, ensuring they meet expectations and are set up for success.
- Develop, document, and update internal knowledge articles, training materials, and customer-facing collateral related to Compliance and Monitoring.
- Educate customers on content guidelines and responsible messaging, collaborating closely with Support, Account Managers, and Account Executives.
- Act as an escalation point and Subject Matter Expert for compliance-related issues raised by customers, support, or sales teams.
- Report on SLAs, analyze performance, and implement process improvements to enhance team efficiency and message handling.
- Meet or exceed KPIs while providing guidance and best practices for high-value or key customers.
We're looking for someone who can stay ahead of the game, anticipate customer needs, and provide exceptional service. If you're detail-oriented, have strong communication skills, and can drive improvements through to fruition, we'd love to hear from you.
Requirements:
- English is your primary language. Secondary languages are a plus, with bonus points for Spanish
- Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation and has a leadership element
- At least two years of experience providing live chat customer support for a software/SaaS platform (or equivalent)
- Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition
- Excellent writing and speaking skills in English
- Ability to learn new software platforms quickly
- Proven experience working autonomously and in cross regional and functional environments
- Self-starter, positive and can-do attitude, ability to continuously develop and adapt to a growing team
- Exceptionally organized, you are capable of managing your schedule effectively and prioritizing tasks when faced with competing demands.
- Familiarity with live chat, working in customer ticketing platforms and CRM platforms
At our organization, we value diversity and inclusivity. We strive to create an environment where everyone can thrive and grow. If you're passionate about compliance, customer support, and driving improvements, we encourage you to apply.
Please note that this job description may change over time. We're committed to ensuring a fair and inclusive hiring process. If you have any questions or concerns, please don't hesitate to reach out.
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