Onboarding Operations Specialist 1
Twilio
ServiceNow
Onboarding Operations Specialist I
Twilio
full-time
Posted on:
Origin: • 🇨🇴 Colombia
Visit company websiteJob 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.
- Support a positive, high-performing team culture by sharing insights and collaborating with colleagues.
- 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 effectively balance multiple priorities.
- Monitor onboarding progress, troubleshoot verification issues, and guide internal teams & customers to ensure a seamless experience.
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
- Experience with ServiceNow, Zendesk, Slack, or similar platforms used for workflow and team collaboration.
- Experience conducting KYC checks, verifying brand legitimacy, and analyzing digital footprints with strong attention to compliance details.
- Quality assurance expertise in process review, improvement, and compliance with best practices and code of conduct.
- Ability to prioritize tasks, multi-task effectively, and handle responsibilities within defined SLAs.
- Experience in project coordination, ensuring smooth task execution, and managing multiple priorities efficiently.
