ACAMS

About ACAMS

Overview: The Product Support Specialist position reports into the Global Product Support Manager and will be providing customer support to C-level financial institution clients worldwide as it relates to their use of ACAMS AML Risk Assessment SaaS products. In this role you will be a member of a global Product Support Specialists team. You will be expected to work very closely with our clients and maintain close working relationships with our Product Management and IT Teams. Responsibilities: Customer Success Support product team in Customer Satisfaction and Success including timely responses to client inquiries, and meeting our service level commitment protocols across multiple time zones and geographic locations. Maintain high customer satisfaction with a primary focus on providing the best customer support. Interact with customers via phone, and email to proficiently and consistently troubleshoot and resolve basic issues for ACAMS Risk Assessment products. Accurately capture client case notes, and document cases in a way that is clear, concise and actionable by other internal resources. Quickly identify when issues are more complex and gather appropriate information to triage to a senior member of the Product or IT Support team to resolve. Create reports that detail service level commitment and service level availability results, and also support Product team’s reporting needs for analysis of customer FAQs and feedback, including recommendations for product enhancements and revenue opportunities. Support Global Product Support Manager in conducting reporting and audit activities required to comply with customer contractual agreements, including client ticketing reporting requirements. Administrative duties include but are not limited to vendor invoice processing, client invoice support, and weekly client renewal and subscription updating in various systems. Information Technology, Software & Infrastructure Engage technical team and conduct User audit reviews to ascertain compliance and prevent any access breaches. Provide client technical support as it relates to functionality, content and methodology. Knowledge/Skills/Abilities: Include but not limited to: A passion for customer satisfaction, as well as excellent customer interface and presentation skills, including: Ability to perform and convey complex content and software application instructions to C-level executives at global financial institutions Strong technical, analytical, troubleshooting and problem solving skills Qualifications: Requirements: Associates degree in related field (i.e. international business, marketing, international relations); advanced degree preferred. 2+years relevant experience. Knowledge in AML or related compliance or investigative field is a plus. Excellent oral and written business communication skills. Proficient in MS Office; Customer Support Ticketing Systems, Jira, Visio and or other Project management tools a plus. Must be a fluent English speaker; fluency with other foreign languages is a plus. Ability to work remotely and/or at downtown Miami Headquarters. Preferred: Solid business acumen and aptitude for understanding and developing expertise as it relates to interfacing with Global C-Level audiences of all sizes and financial industry segments from both private institutions to regulators and government entities. Aptitude for developing knowledge as it pertains to AML compliance and AML risk assessments, including but not limited to global best practices, guidance, and regulation. 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.

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Legal Form: AS

Company Size: 51 - 250

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