Onboarding Operations Specialist

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Evaluate RCS applications and analyze use cases in accordance with North American and international carrier regulations and fraud prevention standards.

• Keep track of regulatory updates and provide proactive onboarding and compliance assistance.

• Manage escalations and collaborate across departments to resolve issues.

• Conduct QA checks on AI-generated decisions as well as those reviewed by agents.

• Maintain and revise documentation to align with industry standards.

• Deliver exceptional customer support using Zendesk, ServiceNow, and Slack.

• Identify inefficiencies, suggest improvements, and enhance workflows and compliance processes.

• Handle a high volume of inquiries while managing multiple priorities and service level agreements (SLAs).

• Troubleshoot issues, enforce compliance, and spearhead operational enhancements.

⛳️ Requirements

• Must be available to work Monday through Friday, from 8:00 AM to 5:00 PM CT or 9:00 AM to 6:00 PM CT.

• Capability to work remotely, showcasing strong time management, self-discipline, and dependability.

• Excellent verbal and written communication abilities.

• 1-2 years of experience in operations and support roles.

• Ability to apply codes of conduct and best practices to ensure compliance within the industry.

• Customer-centric approach.

• Proficient in working cross-functionally, independently, and as part of a team in a fast-paced setting.

• Skilled in prioritizing tasks, managing workloads effectively, and meeting deadlines.

• Detail-oriented when reviewing documents, assessing risks, and adhering to procedures.

• Quick to adapt to new systems, workflows, and changing business requirements.

• Self-motivated, receptive to feedback, and enthusiastic about learning and development.

• Willingness to embrace new challenges and responsibilities as business needs evolve.

• Familiarity with Google Workspace and Microsoft 365.

• Experience with ServiceNow, Zendesk, Slack, or similar applications.

• Exposure to compliance-related tasks.

• Basic understanding of quality assurance or process documentation.

• Experience in project coordination or administrative duties.

• Knowledge of RCS Industry Guidelines and Best Practices in North America.

🏝️ Benefits

• Competitive salary.

• Generous leave policies.

• Comprehensive parental leave.

• Wellness leave available.

• Healthcare benefits.

• Retirement savings plan.

• Support for volunteering and donations.