Customer Support and Compliance Specialist

We are seeking a dedicated Customer Support and Compliance Specialist to join our team. The ideal candidate will play a pivotal role in ensuring seamless customer application processing, compliance with industry regulations, and effective communication with members. This position requires strong attention to detail, problem-solving skills, and the ability to manage multiple responsibilities in a dynamic environment.

Key Responsibilities:

1. Screening and Monitoring:
Submit customer applications to government screening platforms, ensuring accuracy and protocol adherence to minimize errors.
Manage errored applications by identifying and correcting improper rejections or unnecessary delays.
Perform ongoing monitoring of member activities to verify flagged sanctions and maintain compliance with policies and regulations.

2. Member Communication:
Send timely emails to members regarding logistical issues, including updates on delivery schedules and disruptions.
Address member inquiries related to logistics, providing effective solutions to enhance their experience.
Maintain detailed communication records to track and resolve issues efficiently.

3. Handling Escalations:
Monitor Jira for new tickets across projects and review them.
Resolve escalations within 24 hours and coordinate with consultants or departments for complex issues.

4. Stripe Dispute Management:
Review and analyze disputes related to Stripe transactions, including unauthorized charges and refund requests.
Gather evidence for dispute resolutions and respond to claims with well-documented cases.
Maintain and update dispute sheets with accurate information.

5. Phishing and Security Management:
Monitor communications and transactions to detect potential phishing threats.
Assess phishing reports submitted by customers and update the phishing report sheet.
Follow and implement security protocols to maintain member security.

6. Support for CSM and Consultants:
Assist the Customer Service Manager (CSM) and consultants with various projects and initiatives.
Step in to handle chat support when agents are unavailable.
Update the knowledge base with new processes as instructed by the CSM.
Communicate new processes and policies to the Customer Support team and post announcements in the CS Internal Team group on Lark.

7. Ad Hoc Tasks:
Complete assignments from the CSM or higher management as needed, such as:
Training new hires on processes and tools for smooth onboarding.
Creating email drafts for phishing responses and other purposes.