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 associations 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 associations 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 KPIs (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 bachelors 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)
EEO
We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
Who We Are
ACAMS is a leading 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 100,000 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 associations CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS 60+ Chapters globally further amplify the associations mission through training and networking initiatives. Visit acams.org for more information.
