Twilio

Onboarding Operations Specialist 1

Twilio

full-time

Posted on:

Location: 🇨🇴 Colombia

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Job Level

Junior

Tech Stack

ServiceNow

About the role

  • Review verification submissions for compliance, conduct KYC checks, verify brand legitimacy, and analyze digital footprints to prevent fraud.
  • Perform QA on AI-generated decisions and agent-resolved submissions to ensure accuracy, consistency, and compliance with verification standards.
  • Analyze verification processes and appeals to detect patterns, optimize workflows, and mitigate risks.
  • Handle escalations for complex verification cases, working with internal teams to resolve issues efficiently.
  • Collaborate with internal teams to streamline onboarding, improve compliance enforcement, and align on best practices.
  • Maintain process documentation, contribute to best practices, and support team efficiency.
  • Provide prompt, high-quality support via email, Slack, and ServiceNow.
  • Investigate verification issues, assess inefficiencies, and develop solutions to improve workflows.
  • Manage high-volume inquiries, meet SLAs, and balance multiple priorities.
  • Monitor onboarding progress, troubleshoot verification issues, and guide internal teams and customers to ensure a seamless experience.
  • Stay informed on compliance and industry changes, proactively refining workflows and compliance strategies.
  • Support a positive team culture by sharing insights and collaborating with colleagues.

Requirements

  • Ability to work effectively in a remote environment, demonstrating strong time management, self-discipline, and communication skills.
  • Availability to work Monday-Friday, 8:00 AM – 5:00 PM CT or 9:00 AM – 6:00 PM CT
  • 1-2 years of experience in a customer-facing or operations role, with exposure to cross-functional collaboration.
  • Strong ability to prioritize tasks, manage workloads efficiently, and meet SLAs.
  • Excellent verbal and written communication skills, with strong attention to detail in document review and risk assessment.
  • A customer-centric mindset, with a commitment to delivering high-quality support and ensuring a seamless experience.
  • Problem-solving mindset, with the ability to assess situations, think critically, and make sound decisions.
  • Quick adaptability to new systems, workflows, and evolving business needs.
  • A collaborative team mindset, with the ability to work both independently and cross-functionally.
  • Self-motivated, receptive to feedback, and committed to continuous improvement.
  • Willingness to take on new challenges and grow with evolving business needs.
  • Familiarity with Google Workspace and Microsoft 365 (desired).
  • Experience with ServiceNow, Zendesk, Slack, or similar platforms (desired).
  • Experience conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints (desired).
  • Quality assurance expertise in process review, improvement, and compliance (desired).
  • Experience in project coordination (desired).