POSITION SUMMARY

NAM Member Success Sr. Specialists are responsible for maintaining and enforcing best business practices and compliance policies/procedures for the company’s distribution (Brand Partner) and customer network at an advanced level. This is done by understanding, following, and facilitating LifeWave’s internal compliance processes and assisting other personnel in maintaining and facilitating that process.

NAM Member Success Sr. Specialists will work under the direction of the Global Director of Member Success and assist in the handling of general and escalated NAM compliance matters. Sr. Member Success Specialists may also be involved in the review and revision of LifeWave’s policies and procedures, compliance tools and resources, and other LifeWave documents or programs, and facilitating proper compliance communications.

SUPERVISORY RESPONSIBILITIES

This position has no direct supervisory responsibilities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Act as a compliance resource (as assigned) for internal departments and international markets.

• Serve as an escalation path for international Member Success personnel by assisting with day-to-day questions and special needs or projects
• Assist with internal, field, and Member Success personnel training as assigned.
• Assist with the facilitation of new Member Success employee onboarding as assigned.
• Assist with escalated compliance matters, reports, and projects as assigned.
• Actively monitor and research business operations, activities, and behaviors of the Brand Partners in assigned regions/markets
• Manage and respond to incoming compliance emails, requests, and policy violation reports/claims.
• Investigate violation claims and problematic situations and gather all applicable details and information for review and work with local Member Success teams for resolution
• Utilize available resources to determine when policy violations have occurred and what corrective action is necessary.
• Draft, maintain, send, and file compliance notices, letters, and internal documentation of compliance matters.
• Implement compliance sanctions/decisions.
• Assist Sales/Support teams in answering compliance-related inquiries.
• Educate Members on how to present the business opportunity and the company’s products in a compliant manner.
• Review, develop, update, and maintain disclaimers for various products and programs to be used in materials and communications.
• Draft correspondence as needed, specifically for sensitive or important compliance situations.
• Review, materials, videos, and communications for inaccuracies, improper claims, or other problematic content.
• Ensure marketing/sales materials and tools used by Members maintain regulatory compliance.
• Assist in training and mentoring other Member Success personnel

PHYSICAL DEMANDS

While performing the duties of this job the employee is regularly required to remain in an office at a computer workstation and access information from a computer. The employee is required to be mobile to, from, and within the office. The employee may occasionally move up to 25 pounds.

QUALIFICATIONS AND EXPERIENCE

Education/Training/Skills required to perform the job:

• Minimum High School diploma.
• 2-4 years of compliance-related experience (Direct Sales industry experience preferred).

Demonstratable project management skills.

Strong written and oral communication skills - emphasis on compliance terminology, understanding, and application.

Strong analytical, critical thinking, problem-solving, and research skills.

Ability to work cohesively and effectively with all departments and corporate personnel.

Ability to learn quickly and adapt to frequent changes while handling time-sensitive, high-pressure demands.

Strong knowledge of ethical business practices, regulatory procedures, and corporate policies.

Proficient in handling and maintaining confidential information.

Proficient in navigating social media and internet channels for investigative and research information collection purposes.

Proficient in general computer programs (Word, Excel, etc.) and corporate systems.

Strong Leadership and teamwork skills

Proficient in mentoring and training

Proficient in handling escalated tasks

Technologies and Software Proficiency:

• Microsoft Office Suite
• FieldWatch (preferred)
• Exigo (preferred)