Customer Care Advocate - Acfcs

Job description

Help shape the future of fighting financial crime by joining the Association of Certified Financial Crime Specialists (ACFCS), a CeriFi company, that is rapidly growing professional association providing training, tools and certification helping professionals detect and prevent financial crimes including money laundering, bribery, fraud, cyber security attacks, human trafficking and more.

Nature and Scope

The Customer Care Advocate (Bilingual) position is multi-faceted, allowing one to apply a wide range of skills involving support of B2C and B2B customers, making recommendations on the customer lifecycle process, compilation of data and more.

This is an opportunity to function in a highly autonomous role where one will have the ability to shape the position and moreover the future path of ACFCS while supporting those involved in the fight against financial crime who make the world a better place.

Core Responsibilities:

Handle incoming tickets submitted by both internal and external customers.

Review and process certification applications to ensure applicants are qualified.

Manage ticket responses using phone and email.

Identify and assess customers? needs to achieve target levels of customer survey satisfaction.

Build sustainable relationships and trust with customer accounts through open and interactive communication.

Keep records of customer interactions, process customer accounts/payments, and file documents.

Participate in a limited level of customer service technical support.

Take the extra mile to engage customers.

Additional projects as required.

Make recommendations on how to improve the customer experience.

Qualifications:

Strong customer service mentality.

Self-motivated individual able to work under tight deadlines in a dynamic environment.

Comfortable learning new technology and proficiency with Microsoft Office including Excel and Word; familiarity with Learning Management Systems (LMS) and Customer Relationship Management Systems (CRM).

Customer orientation and ability to adapt/respond to different types of personalities.

Ability to multi-task, prioritize, and manage time effectively.

Ability to document, develop and implement new systems and processes to achieve business process improvements.

Bilingual (English/Spanish) - 100% fluent in both verbal and written forms.

Job Type: Full-time

Salary: Up to $40,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Disability insurance

Flexible spending account

Health insurance

Health savings account

Life insurance

Paid time off

Parental leave

Vision insurance

Work from home

Schedule:

Monday to Friday

Experience:

Customer service: 1 year (Preferred)

CRM software: 1 year (Preferred)

LMS: 1 year (Preferred)

Language:

Spanish (Required)

Work Location: Remote

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