Acolin

Customer Support

• Support all phases of the client lifecycle, from onboarding and implementation to ongoing operations
• Daily monitoring of client mailboxes and timely actioning of client queries
• Coordination of task delivery across various servicing teams
• Maintain and update client information across systems (e.g., CRM, fund data tolls, internal databases)
• Managing client complaints/issues: documenting, resolving, and escalating when needed
• Prepare and deliver routine and ad-hoc reports for internal stakeholders and clients
• Assist in management of contracts, invoicing details
• Help document SOPs, and training materials for operational tasks
• Act as a backup for other team members
• Participate in cross-departments initiatives (e.g CRM cleanup, contract management cleanup)
• Work with marketing or business teams on client communications

Client Service Support Specialist

Security Engineer

• Assist in the creation and maintenance of information security policies, standards, and guidelines
• Conduct risk assessments to identify vulnerabilities in our IT infrastructure and data
• Help ensure compliance with regulatory requirements related to information access, security, and privacy
• Play an active role in responding to information security incidents, minimizing impact and supporting recovery efforts
• Assist in developing and delivering security and privacy awareness training to educate employees on the importance of protecting sensitive information
• Evaluate and monitor the security aspects of third-party vendors, ensuring they meet our security standards
• Support the establishment, monitoring, and adjustment of internal IT security controls, and report any deficiencies to the Information Security team

Information Security Officer

QA Engineer

• Develop, implement, and maintain comprehensive QA protocols and procedures for software development lifecycle.
• Lead the creation and execution of test plans, test cases, and test scenarios for all software products.
• Oversee the entire testing process, ensuring timely and accurate completion of tests.
• Analyze test results, identify issues, and work closely with the development team to prioritize and resolve them.
• Establish and enforce quality standards, including developing metrics for assessing product quality.
• Generate detailed QA reports and documentation to provide insights into product quality and areas for improvement.
• Collaborate with cross-functional teams, including Development, Products and Services, and Customer Relations, to enhance product quality and performance.
• Mentor and guide QA team members, fostering a culture of continuous improvement and learning.
• Stay abreast of industry trends, technologies, and QA methodologies to enhance the quality assurance process.
• Conduct root cause analysis of defects and implement corrective actions to prevent recurrence.
• Ensure compliance with industry regulations and standards related to software quality and security.

Client Service Support Specialist

Information Security Officer

Quality Assurance Engineer