Job description

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 association’s 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 association’s mission through training and networking initiatives. Visit acams.org for more information.

Reporting to the regional Operations Manager, the Service Operations Specialist is responsible for carrying out day to day ACAMS’ operational tasks whilst ensuring excellent service delivery to internal external clients or stakeholders.

1) Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (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.

2) Support delivery of key events, ACAMS or 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.

3) Liaise, manage and execute other office/ admin/ operational tasks as assigned.

Qualifications:
1) Minimum Bachelor’s Degree preferred or relevant equivalent experience
2) Minimum of 2+ years of experience with financial services, compliance, fintech etc. companies.
3) Technology-savvy with proficiency in applications like MS Visio, MS Office especially Advanced Excel etc.
4) Fluent written and spoken English is a must, additional language proficiency preferred.
5) 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.
6) A “Do Whatever It Takes” attitude to get things done – to meet team and individual objectives/goals.
7) Strong attention to detail and ability to work well in a team.
8) Previous experience and proficiency with Salesforce CRM preferred.
9) Good numeracy and problem-solving skills.

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