Compliance Analyst

3 weeks ago

Toronto, Canada eTeam Full time

Job Title: Compliance Analyst
100% Remote @ Canada
Duration: 06+ Months
Pay Rate: CAD $35/hr

Language Requirements: Must be fluent in English and French

Duties:
The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team once needed.
Responsible for providing support for customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints if necessary.
Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
Communicate with internal and external stakeholders in an effective, tactical, and
empathetic manner.
Set a high bar for support analysts within the organization by setting an example through
performance and work ethic.
Take ownership of processes or act as a Subject Matter Expert (SME) to analyze and
understand existing workflows.
Identify gaps in processes and propose actionable improvements to enhance efficiency.
Proactively lead efforts to streamline operations and boost productivity.
Play a key role in shaping and optimizing internal processes for sustainable growth and
success.
Represents the voice of our customer in proactively driving impactful changes across
workflows, policies and tools by succinctly relaying customer feedback in escalations to
internal support teams and Complaints leadership.
Investigate and respond to regulatory complaints submitted by customers to regulators
with adherence to specified SLAs and quality standards.

Skills:
Minimum of 2 years of relevant experience in financial services, technology and/or customer support:
Safety - must have account management experience, Trust and Safety background, experience in handling concerns related to scams and social engineering attacks

Complaints - must have Compliance or Regulatory background, Fraud or Disputes

Risk - must have a Fraud/Account Investigation experience, Chargeback, Clawback and Strong analytical skill in reviewing customer’s accounts.

Access - must have Account Management experience, background in troubleshootingiOS, Android, Web, PC/Laptop) which is very important in probing CX complaints of general "Unable to Login" complaints

Crypto - must have Crypto experience gained in a Crypto company or through personal trading Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Must be able to read, write and speak in English.
Plan and prioritize work in a resourceful and effective manner that allows you to meet commitments
Must work in a defined shift, as required by the business.

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