Twilio

Compliance Operations Specialist 3

Twilio

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $38 - $55 per year

Job Level

JuniorMid-Level

Tech Stack

GoSQL

About the role

  • This position is needed to review alerts/accounts for voice and SMS compliance and determine if Twilio customers are operating within compliance according to Twilio’s Voice Policy, Messaging Policy, Acceptable Use Policy and meets carrier and regulatory requirements.
  • At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. Unfortunately, communications can also be misused by bad actors who attempt to game the system for nefarious purposes. We are looking for someone that is passionate about preventing fraud and abuse.
  • Responsibilities are described below and include engaging with customers and stakeholders, investigating issues, and implementing process improvements to keep Twilio’s voice traffic compliant.
  • Responsibilities
  • Provide support for and initiate customer outreaches, by email and phone calls, to ensure customers have an excellent experience with Twilio.
  • Work with team members across the organization to investigate issues, determine root cause gaps that bad actors exploit and determine how best to close those gaps.
  • Use call detail records & aggregate traffic data to identify patterns and trends that determine a set list of actions.
  • Identify and escalate potential fraudulent and suspicious behaviors.
  • Partner with key stakeholders to implement betterments and process improvements.
  • Resolve urgent issues impacting businesses, carriers, regulators and consumers worldwide.
  • Handle complex case work independently (with support from management, as needed)
  • Provide input on how to streamline alerts and workflows, specifically for proactive voice monitoring and compliance work.
  • Support in reiterating and enforcing KYC obligations to customers.
  • Draft and maintain documentation, and SOPs, for operations teams.
  • Go beyond individual cases by recognizing patterns, help recommend and build long term solutions to keep Twilio’s voice traffic compliant and reduce end-user harm.
  • Actively share knowledge and expertise to help teammates upskill and strengthen the global compliance teams’ voice comprehension.

Requirements

  • You have a Bachelor’s Degree in a business or technology discipline or equivalent job experience.
  • You have at least 2+ years of experience working cases in the operations, compliance, or fraud space specifically in the Telecommunications ecosystem, or related industry
  • You have experience in analyzing voice recordings and call detail records.
  • You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data.
  • You are detail-oriented with great organizational skills and comfortable with ambiguity.
  • You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.
  • You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
  • You have good time management and organizational skills and are comfortable working under pressure.
  • You are comfortable working independently with little minimal supervision.
  • You have exceptionally strong writing skills to explain policy violations and technical details.
  • You have technical skills including basic SQL and an understanding of APIs and data analytics.