Specialist, Service Ops - Operations

at  ACAMS

ACAMS is the largest international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 90,000 members across 180 jurisdictions, ACAMS is committed to the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold-standard qualification for AFC professionals, while the CGSS certification is its premier specialist qualification for sanctions professionals. ACAMS’ 60 Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.
Opportunity at a Glance
Reporting to the Regional Operations Manager, the Service Operations Specialist is responsible for carrying out day to day ACAMS’ operational tasks whilst ensuring the smooth and efficient daily operations of a company and excellent service delivery to internal external clients or stakeholders. The operations specialist’s responsibilities may vary, but generally include optimizing processes and procedures to achieve maximum efficiency, and ensuring deliverables are met.
Responsibilities

Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members. This includes, but not limited to:

• Data entry, order processing (including group orders), invoicing and member follow ups, reports etc.
• Process customer requests submitted by telephone, email and other mediums.
• Investigate and resolve customer complaints.
• Maintain thorough and accurate customer service records.
• Keep confidential records and financial information private and secure.
• Learn how to use database systems and technology to deliver great customer care.

Support delivery of key Events and Chapter, (face to face or virtual) tasks as assigned. This includes, but not limited to:

• Event set up in system with workflows.
• Managing ongoing registrations and reporting.
• Shipping and logistics.
• Onsite registration, managing temps and web hosting.
• Post events follow up

Support the companies B2B strategy

• Participate in existing client relationship management of assigned accounts
• Prepare and attend client meetings (virtual or in person)
• Assist in fulfilling ad hoc client requests (e.g. data pulls)
• Ensure accounts are clean and up to date
• Oversight of account, ensuring that cases are completed within SLA
• Document meeting discussions

Liaise, manage and execute other office/ admin/ operational tasks as assigned.

• Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
• Assisting with the implementation of new processes and procedures.
• Identifying ways to improve customer experiences.
• Assist in maintaining policy and procedure documents, as required.

Qualifications And Experience

• Minimum bachelor’s degree.
• Minimum of 2+ years of experience with financial services, compliance, fintech etc. companies.
• Technology-savvy with proficiency in applications like MS Visio, MS Office especially Excel etc. and previous experience and proficiency with Salesforce CRM preferred.
• Fluent written and spoken English and Chinese is a must, additional Asian language proficiency preferred.
• Customer service orientation with a demonstrated desire to exceed expectations – ability to work in a fast-paced environment whilst completing multiple requests and tasks within agreed timelines.
• A “Do Whatever It Takes” attitude to get things done – to meet team and individual objectives/goals.
• Strong attention to detail and ability to work well in a team.
• Good numeracy and problem-solving skills.
• Demonstrated ability to prioritize and manage multiple tasks, in order to meet deadlines and handle peak workload periods
• Interpersonal and relationship management skills
• Analytical skills (i.e. ability to identify correlations, trends and inconsistencies in data)

Support delivery of key Events and Chapter, (face to face or virtual) tasks as assigned. This includes, but not limited to:

• Event set up in system with workflows.
• Managing ongoing registrations and reporting.
• Shipping and logistics.
• Onsite registration, managing temps and web hosting.
• Post events follow u

Liaise, manage and execute other office/ admin/ operational tasks as assigned.

• Optimizing operational processes and procedures for maximum efficiency while maintaining quality standards.
• Assisting with the implementation of new processes and procedures.
• Identifying ways to improve customer experiences.
• Assist in maintaining policy and procedure documents, as required