Onboarding Operations Specialist 1
New
Remote - Colombia, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CTFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 1-2 years of experience
- Required Skills
- Project CoordinationCollaborationCustomer serviceAttention to detailTime ManagementWritten communicationComplianceAdaptabilityVerbal communicationQuality AssuranceGoogle WorkspaceSlackZendeskServiceNow
Requirements
- Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT.
- Ability to work remotely, demonstrating strong time management, self-discipline, and reliability.
- Strong verbal and written communication skills, with the ability to convey information clearly and professionally.
- 1-2 years of experience in operations and support, with the ability to apply codes of conduct and best practices to daily work to ensure industry compliance.
- A customer-first mindset, with a focus on providing high-quality support and ensuring a smooth experience.
- Must be highly collaborative and a team player, comfortable working cross-functionally, independently, and within a team in a fast-paced environment.
- Ability to prioritize tasks, manage workloads efficiently, and meet deadlines.
- Attention to detail, especially in reviewing documents, assessing risks, and following procedures.
- Quick adaptability to new systems, workflows, and evolving business needs.
- Self-motivated, open to feedback, and eager to learn and grow.
- Willingness to take on new challenges and responsibilities as business needs change.
- Familiarity with Google Workspace and Microsoft 365.
- Experience using ServiceNow, Zendesk, Slack, or similar tools for communication and workflow management.
- Exposure to compliance-related tasks.
- Basic knowledge of quality assurance or experience following process documentation.
- Experience in project coordination or assisting with administrative tasks.
- Familiarity with RCS Industry Guidelines and Best Practices in North America.
Responsibilities
- Review RCS applications and assess use cases to ensure they meet North American and international carrier regulations and prevent fraud.
- Monitor regulatory changes and provide proactive guidance, assisting teams and customers with onboarding and compliance best practices.
- Handle escalations, working cross-functionally across teams to resolve issues efficiently.
- Perform quality assurance (QA) checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
- Maintain and update documentation, ensuring accuracy and alignment with industry standards.
- Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
- Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
- Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.
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