Onboarding Operations Specialist

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

📋 Description

• Review verification submissions to ensure compliance, perform KYC checks, confirm brand authenticity, and analyze digital footprints to thwart fraud.

• Conduct quality assurance on decisions made by AI and submissions resolved by agents.

• Examine verification processes and appeals to identify patterns, enhance workflows, and reduce risks.

• Address escalations for intricate verification cases with internal teams.

• Work collaboratively with internal teams to streamline the onboarding process and bolster compliance enforcement.

• Keep process documentation updated and contribute to the development of best practices.

• Deliver timely, high-quality customer support through email, Slack, and ServiceNow.

• Investigate verification challenges, evaluate inefficiencies, and propose workflow enhancements.

• Manage a high volume of inquiries, adhere to SLAs, and juggle multiple priorities.

• Oversee onboarding progress, resolve verification issues, and guide both teams and customers throughout the process.

⛳️ Requirements

• Capability to operate effectively in a remote setting.

• Availability to work Monday to Friday, from 8:00 AM to 5:00 PM CT or 9:00 AM to 6:00 PM CT.

• 1 to 2 years of experience in an operations and customer-facing role.

• Experience with cross-functional collaboration.

• Proficient in prioritizing tasks, managing workloads efficiently, and meeting SLAs.

• Exceptional verbal and written communication abilities.

• Strong attention to detail during document reviews and risk assessments.

• Customer-focused mindset.

• Proficient problem-solving and critical-thinking skills.

• Ability to quickly adapt to new systems and workflows.

• Capacity to work both independently and collaboratively across functions.

• Self-motivated and open to constructive feedback.

• Willingness to embrace new challenges and evolve with the changing business landscape.

• Familiarity with Google Workspace and Microsoft 365 is preferred.

• Experience with ServiceNow, Zendesk, Slack, or similar platforms is a plus.

• Background in conducting KYC checks, confirming brand legitimacy, and analyzing digital footprints is advantageous.

• Expertise in quality assurance within process review and compliance is desired.

• Experience in project coordination is also beneficial.

🏝️ Benefits

• Competitive salary.

• Generous paid time off.

• Parental leave.

• Wellness leave.

• Comprehensive healthcare coverage.

• Retirement savings program.

• Support for volunteering and donations.

• Remote-first work environment.

• Occasional travel opportunities for in-person meetings related to projects or team activities.