Senior Compliance & Monitoring Specialist
- Philippines
- Permanent
- Full-time
- Monitor and approve live message content to identify potential fraud, spam, and phishing attempts.
- Detect, report, and take appropriate action against fraudulent activity, including blocking suspicious accounts.
- Serve as a senior member of the Compliance function, producing and updating business processes and acting as a key point of contact within the team.
- Stay current on regulatory and compliance updates, sharing best practices across the Support and Compliance teams.
- Onboard, mentor, and oversee Compliance Specialists, ensuring they meet expectations and are set up for success.
- Develop, document, and update internal knowledge articles, training materials, and customer-facing collateral related to Compliance and Monitoring.
- Educate customers on content guidelines and responsible messaging, collaborating closely with Support, Account Managers, and Account Executives.
- Act as an escalation point and Subject Matter Expert for compliance-related issues raised by customers, support, or sales teams.
- Report on SLAs, analyze performance, and implement process improvements to enhance team efficiency and message handling.
- Meet or exceed KPIs while providing guidance and best practices for high-value or key customers.
- You have otherworldly attention to detail and accuracy ensuring messages containing disallowed content are not released, and suspicious accounts have the appropriate actions taken. Malicious actors are clever and will continuously look for new ways to breach our security systems.
- Your eyes are on the bigger picture assessing message/account reviews holistically, considering both immediate risks and long-term impacts to the business.
- If you see something, you say something - strong communication with team members and leaders across the Sinch business relating to compliance/fraud/spam concerns and opportunities to improve processes and customer experience.
- Focus is on the why - not just the what, responsible for creating Root Cause Analysis (RCA) reports for incidents of released disallowed content and accounts belonging to bad actors by outlining findings, determining preventive measures and recommending process improvements.
- You always anticipate customer’s needs - recognize patterns and provide guidance and suggestions for customers to enhance their success on the platform, then hand-off to Support, Account Executives or Account Managers to partner with these customers.
- You take ownership and lead by example – proactively identify gaps, initiate improvements, and mentor peers by sharing best practices. You’re someone others naturally look to when clarity, leadership, or a steady hand is needed in complex situations.
- English is your primary language. Secondary languages are a plus, with bonus points for Spanish
- Experience in a similar role is desired, particularly one that has required exceptionally high detail orientation and has a leadership element
- At least two years of experience providing live chat customer support for a software/SaaS platform (or equivalent)
- Demonstrable critical thinking, communication, and creative problem-solving skills and be able to drive improvements through to fruition
- Excellent writing and speaking skills in English
- Ability to learn new software platforms quickly
- Proven experience working autonomously and in cross regional and functional environments
- Self-starter, positive and can-do attitude, ability to continuously develop and adapt to a growing team
- Exceptionally organized, you are capable of managing your schedule effectively and prioritizing tasks when faced with competing demands.
- Familiarity with live chat, working in customer ticketing platforms and CRM platforms