JOB DESCRIPTION:

We are AML RightSource, the leading technology-enabled managed services firm focused on fighting financial crime for our clients and the world. Headquartered in Cleveland, Ohio, and operating across the globe, we are a trusted partner to our financial institution, FinTech, money service business, and corporate clients.
Using a blend of highly trained anti-financial crime professionals, cutting-edge technology tools, and industry-leading consultants, we help clients with their AML/BSA, transaction monitoring, client onboarding (KYC), enhanced due diligence (EDD), and risk management needs.
We support clients in meeting day-to-day compliance tasks, urgent projects, and strategic changes. Globally, our staff of more than 4,000 highly trained analysts and subject matter experts is the industry’s largest group of full-time compliance professionals. Together with our clients, we are Reimagining Compliance.

REQUIRED QUALIFICATIONS

• Strong analytical and problem-solving skills, with a keen eye for detail.
• Ability to work with large datasets and perform data mapping and validation.
• Hands-on experience with SQL, Power BI, APIs, or scripting languages.
• Familiarity with technical troubleshooting, system configurations, and implementations.
• Exceptional written and verbal communication skills, able to explain technical concepts clearly.
• Strong organizational skills with the ability to manage multiple projects in a fast-paced environment.
• Experience with Jira or other ticketing systems to log and track issues.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).

PREFERRED QUALIFICATIONS

• Experience in financial crime, AML, KYC, or compliance technology.
• Prior exposure to client-facing technical roles, SaaS implementations, or system integrations.

• Manage client support cases, responding to enquiries, troubleshooting technical issues, and ensuring timely resolution.
• Handle Jira tickets, document meeting discussions, and track support activities to ensure smooth issue resolution and implementation.
• Monitor system performance and user-reported issues, proactively identifying and addressing potential problems.
• Own technical escalations, diagnosing complex issues and working with product and development teams to implement fixes.
• Capture next steps and coordinate with subject matter experts (SMEs) to ensure timely execution of action items, keeping all stakeholders informed.
• Configure and troubleshoot client environments, ensuring correct setup and resolving any technical issues.
• Support technical implementation tasks while continuing to assist with customer queries and requests.
• Work closely with clients to understand their business needs, aligning product configuration and setting up accordingly.
• Take ownership of client-facing status calls, providing updates on implementation progress and resolving support concerns.
• Deliver technical walkthroughs and client training, ensuring users understand system functionality and best practices.
• Test and validate new product features, ensuring a smooth rollout and minimal disruption for clients.
• Maintain clear and accurate documentation of setup processes, troubleshooting steps, and resolutions to contribute to internal and external knowledge bases.