Location: Hybrid / Ilkley LS29 8FL, UK
Job type: Permanent / Full-time
Sector and subsector: Business Operations | Business Support
Salary: Competitive salary
SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.
SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.
HOW WILL YOU MAKE A DIFFERENCE?
The Customer Success Enterprise Coordinator is responsible for managing daily enquiries and requests from high value clients, addressing various client queries either via email or call. Preparing and conducting service reviews, analysing client data, and uploading data reports to the SmartSearch system. Additionally, the Coordinator supports the CS Enterprise team by onboarding new clients and supporting relationships with existing clients through client training. As part of this role, you will be required to join a rota for adjusted shift patterns to provide out of hour support – typically 2 – 6 separate weekend days per quarter.
A general understanding of Anti-Money Laundering regulations and the SmartSearch product will need to be developed to facilitate the required support to our clients on the product use.
VARIED DAY TO DAY RESPONSIBILITIES
Operational Efficiency:
* Take responsibility for standard queries to ensure an exceptional customer journey, resolving issues promptly or liaising with the appropriate department on a client’s behalf.
* Keep key stakeholders informed with timely updates on product or service issues.
* Manage and prioritise workload effectively within expected SLAs.
* Perform tasks such as processing batch uploads, creating agreements, and updating the platform on behalf of the CS Enterprise account owners, always ensuring accuracy.
Client Onboarding and Relationship Building:
* Assist with onboarding new clients and supporting relationships with existing clients through client training or hosting client calls.
* Ensure a seamless customer experience for Enterprise clients, delivering excellent service and striving to exceed expectations.
Regulatory Compliance:
* Develop a general understanding of Anti-Money Laundering regulations and the SmartSearch product to provide the best service level to clients.
WHAT ARE WE LOOKING FOR IN A CANDIDATE?
* Ability to juggle multiple tasks at a time while maintaining sharp attention to detail.
* Comfortable collaborating across departments and teams.
* Ability to operate in a fast-paced environment.
* Excellent verbal and written communication skills.
* Team player, self-starter and multitasker who can quickly adjust prior
WHAT IS LIFE LIKE AT SMARTSEARCH?
* We are a multi-award winning Tech company with an aspirational mentality.
* Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024.
* We have been Great Place To Work Certified since 2022.
* There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support.
* We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community.
COMPANY BENEFITS
* 25 days holiday rising to 30 with each year of service.
* Private Medical Insurance covering dental and optical.
* Company pension scheme.
* Life Assurance – 4x your annual salary.
* 1 day paid volunteering per year.
* Enhanced maternity / paternity offerings.
* Employee Assistance Programme.
* Cycle to work scheme.
* Access to a gym.
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