Twilio4 days ago
Onboarding Operations Specialist 1
Salary not specified
Remote - Colombia
Responsibilities
- 01Review verification submissions for compliance, conduct KYC checks, verify brand legitimacy, and analyze digital footprints to prevent fraud
- 02Perform QA on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance with verification standards
- 03Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks
- 04Handle escalations for complex verification cases, working with internal teams to resolve issues efficiently
- 05Collaborate with internal teams to streamline onboarding, improve compliance enforcement, and align on best practices
- 06Maintain process documentation, contribute to best practices, and support team efficiency
- 07Support a positive, high-performing team culture by sharing insights and collaborating with colleagues
- 08Provide prompt, high-quality support via email, Slack, and ServiceNow
- 09Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows
- 10Manage high-volume inquiries, meet SLAs, and effectively balance multiple priorities
- 11Stay informed on compliance and industry changes, proactively refining workflows and compliance strategies
- 12Monitor onboarding progress, troubleshoot verification issues, and guide internal teams & customers to ensure a seamless experience
Requirements
- 01Ability to work effectively in a remote environment, demonstrating strong time management, self-discipline, and communication skills
- 02Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT
- 031-2 years of experience in an operations and customer facing role, with exposure to cross-functional collaboration
- 04Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs
- 05Excellent verbal and written communication skills, with strong attention to detail in document review and risk assessment
- 06A customer-centric mindset, with a commitment to delivering high-quality support and ensuring a seamless experience
- 07Problem-solving mindset, with the ability to assess situations, think critically, and make sound decisions
- 08Quick adaptability to new systems, workflows, and evolving business needs
- 09A collaborative team mindset, with the ability to work both independently and cross-functionally
- 10Self-motivated, receptive to feedback, and committed to continuous improvement
- 11Willingness to take on new challenges and grow with evolving business needs
What we offer
- 01Remote work based in Colombia
- 02Occasional travel required to participate in project or team in-person meetings
- 03Competitive pay
- 04Generous time off
- 05Ample parental and wellness leave
- 06Healthcare
- 07Retirement savings program