Client Support Specialist - Part-time

Description:

This company is a suite of sanctions and caution lists from major sanctioning bodies, law enforcement agencies, and financial regulators worldwide. LNRS is looking for a Content Support Specialist to manage and execute the process from managing and responding to GWL related inquiries submitted by clients and internal teams. This role will prepare and provide responses to questions using their own product knowledge or gather information needed from SMEs within Risk Data Operations team to prepare responses. Interaction with customers will primarily be via email using the Salesforce Service Cloud case management system. On occasion, support may be provided over the phone. Responsibilities also include preparing and maintaining procedural documentation for the Global WatchList Support process. To help build and maintain knowledge of the Global WatchList product, additional responsibilities may be assigned related to the operations of processing list updates for specific lists within GWL. This is an exciting opportunity to work in a team orientated fast-paced environment where your contribution will make a positive impact to the solutions we provide.

Key Responsibilities:

• Obtain and maintain SME knowledge of GWL list content, file formats, and use cases.

• Manage incoming GWL queries, including: responding to inquiries, distributing and assigning queries to relevant SMEs, collecting relevant information from multiple groups and creating consolidated responses; ticket management, tracking and closure.

• Participate and advise in the rollout and ongoing maintenance to support ticket tracking systems.

• Create and maintain procedural support documentation and FAQs.

• Process list updates for assigned GWL lists.

• Assist team members on other projects as needed.

Key Skills Required:

• 1 to 3 years’ experience within a product/customer support team providing email and phone support in a B2B environment.

• Ability to gather, analyze and interpret information provided by clients to understand their issue/questions and take measures to collect the necessary information to provide written response in a concise client friendly communication.

• Excellent oral and written communication skills.

• Experience with support ticket tracking systems, preferably Salesforce Service Cloud.

• Self-motivated, reliable, proficient at working independently as well as in a team.

• Able to independently make decisions, solve problems and manage many tasks concurrently.

• Organized, detail-minded, analytical with an eye for detail.

Additional Skills & Qualifications:

• Experience with Financial Compliance related screening software or watch list data.

• Knowledge of Anti-Money Laundering (AML), Counter Terrorist Financing (CTF), or economic sanctions regulations.

• Experience reviewing and analyzing data within XML or text delimited files.

• Experience with the creation and maintenance of procedural documentation.

• Experience in the financial services industry.

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.