Service Operations Specialist - China

Who We Are:

ACAMS is the global leader in certification, training, and intelligence for anti-financial crime (AFC) professionals. ACAMS sets the standard for how organizations prevent, detect, and respond to money laundering, fraud and sanctions evasion. Trusted by 70% of the world's leading banks, as well as governmental and law enforcement agencies, and FinTechs, the organization has 125,000+ members across 200+ countries and territories. Its 65+ chapters and annual conferences connect AFC professionals across every major financial center. Learn more at acams.org.


Opportunity at a Glance
The Customer Service Specialist is responsible for carrying out day-to-day ACAMS operational tasks whilst ensuring excellent service delivery to internal and external clients or stakeholders.

Responsibilities
1. Manage and resolve all customer, sales and partnerships cases (call or email) within defined KPIs (SLA, Quality and Customer Satisfaction) whilst providing excellent service experience to clients and members. This includes, but is not limited to:

a. Data entry, order processing (including group orders), invoicing and member follow-ups, reports etc.
b. Process customer requests submitted by telephone, email and other media.
c. Investigate and resolve customer complaints.
d. Maintain thorough and accurate customer service records.
e. Possible weekend overtime to support virtual events.
f. Keep confidential records and financial information private and secure.

2. Support delivery of key events (face-to-face or virtual) tasks as assigned. This includes, but is not limited to:
a. Event setup in the system with workflows.
b. Managing ongoing registrations and reporting.
c. On-site registration/support, managing phone calls and emails.

3. Liaise, manage and execute other office/admin/operational tasks as assigned.

4. Time Management: Manage personal time effectively to maximize utilization and balance demands from multiple deliverables.

Qualifications
• Minimum bachelor’s degree in a Business or IT-related field required.
• Up to 2 years of relevant customer success/customer & account management experience leading delivery. Preferably within the Fintech/SaaS/Financial Services sector.
• Strong communication and relationship-building skills, both written and verbal.
• Tech-savvy and comfortable using tools like Microsoft Office, CRM systems, and analytics platforms.
• A passion for customer experience and a desire to grow your career in a mission-driven organization.
• Fluent written and spoken English is required; proficiency in Japanese is highly preferred.


#LI-hybrid


EEO
We are proud to be an EEO employer M/F/D/V. At ACAMS, 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.