Gather, analyze, and document customer issues and resolutions with efficiency and precision. Lead comprehensive investigations for regulatory complaints, consumer arbitrations and litigation cases, collaborating closely with internal legal and compliance teams. Resolve advanced escalations independently by leveraging available tools and resources.
As a pivotal member of our Onboarding and Compliance Support team, you'll ensure customers operate in a secure and compliant environment, free from external threats. Deliver top-tier customer service, embodying Twilio's values of empathy and technical expertise. Guide customers through compliance, resolving issues and identifying fraudulent activity. This role involves working rotational shifts during either the APAC or EMEA time zones.
As an Ops Specialist, you will be accountable for conducting account verification, detecting and preventing fraudulent activities, processing player redemptions and maintaining compliance with company policies and procedures. You will also proactively detect and prevent fraudulent accounts and suspicious transactions; review transaction reports; conduct KYC procedures; manage payments operations; and collaborate with internal teams.
The Fraud Operations Team is looking for a specialist to fill a Compliance Investigations position. The ideal candidate will work on multiple case queues and take ownership of responsibilities like ad hoc reviews, sanctions and PEP alerts, and bank partner escalations. They should have a deep understanding of their specific work and case types, and be able to prioritize tasks, resolve issues, and meet production and accuracy goals.