Senior Representative, Client Services

Location US-Remote-Remote
Job ID
2021-120578
Location: Location
US--Remote
Institution
ACAMS
Department
Operations
Employment Type
Regular Full-Time
FLSA Status
U.S. - Non-Exempt

Opportunity at a Glance

The primary purpose of this position is to provide exemplary internal and external service and support to all customers, clients and internal colleagues by meeting established service level agreements in a professional and timely manner. Team members are expected to adhere to policies and processes while working in the best interest of the populations they serve while effectively utilizing available tools, systems and resources. Colleagues in the senior role are expected to be a role model, exemplify our organizational TEACH values and foster a culture of care at all times.

Responsibilities

 

Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPI’s (SLA, Quality and Customer Satisfaction) while 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.

Responsible to provide end to end support for approved clients or partnerships. This includes, but not limited to:

  • Support implementation agreed service deliverables within timelines.
  • Support with client/ partner meetings.
  • Regular and ad-hoc reports.
  • Track and resolve issues before escalation.
  • Document client or partner specific processes.

Qualifications

 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelors degree required.
  • Must have excellent time management skills and the ability to troubleshoot general IT issues. 
  • Excellent analytical skills and service experience 
  • Proficient in Salesforce
  • Excellent written and verbal communication skills required
  • Excellent data visualization skills and attention to detail required
  • Desire to learn, be engaged, and proactive
  • Ability to work productively without direct supervision
  • High level of proficiency with Microsoft Office Suite and Microsoft Excel is required.
  • Flexibility and willingness to take on special projects as assigned.
  • Must be self-motivated, comfortable with change and able to shift focus and direction quickly and efficiently
  • Ability to work under tight deadlines and meet turnaround time on requests from ACAMS clients, students and colleagues

EEO

We are proud to be an EEO employer M/F/D/V. At Adtalem, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.
 
As an organization dedicated to educating the healthcare leaders of tomorrow and empowering members to make inspiring contributions to our global community, we know that it is our responsibility to lead by example and continue minimizing the risks of spreading COVID-19.   Employment at Adtalem and/or its subsidiaries requires compliance with the organization’s Mandatory COVID-19 Vaccination Policy, to the extent permitted by the laws of your country, province/state, and/or local area.  All employees in areas of the world that permit mandatory COVID-19 vaccination are required to be fully vaccinated within 60 days of their date of hire unless they receive an exemption from Adtalem’s HR Coaching Resource Center because of issues such as access or an approved medical or religious accommodation.

 

Who We Are

The ACAMS is the largest international membership organization dedicated to enhancing the knowledge, skills, and expertise of AML/CTF and financial crime detection and prevention professionals. Our Certified Anti-Money Laundering Specialist (CAMS) credential and ACAMS Advanced Certifications, like CAMS-Audit and CAMS-FCI, are recognized as gold standards in AML certifications worldwide.

Members include representatives from financial institutions, regulatory bodies, law enforcement agencies, and other industry sectors. We help members reach their full potential by connecting them with like-minded professionals from all over the world through acams.org forums, international events, local chapters, and training opportunities including webinars, full-day seminars, international conferences, and live chats. Learn more about ACAMS, part of Adtalem Global Education, at www.acams.org.

Commitment to Diversity and Inclusion

We pride ourselves in nurturing a culture that encourages everyone to bring their full selves to work each day. To us, diversity and inclusion needs to be intentional to be impactful. We don’t just welcome differences, we celebrate them. #WeAreAdtalem

To learn more about our commitment to Diversity and Inclusionclick here to visit our Diversity page.

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