What are the responsibilities and job description for the Compliance Specialist (OVERNIGHT WEEKEND SHIFT) position at Constant Contact?
**PLEASE NOTE** The shift for this role is a 4x10 overnight weekend shifts. Friday-Monday 9pm-7am EST
Successful Compliance Specialists at Constant Contact have a passion for, and derive great satisfaction from helping our customers and Support staff optimize the delivery of our customer’s email marketing communications. The Compliance team identifies opportunities to help our customers improve their delivery, reduce complaints, manage bounced email messages and optimize email open rates. The Compliance Specialist researches and identifies the coaching opportunities for these customers, schedules the account for review by the Account Review team and ensures a successful outcome through comprehensive noting of the account. The Compliance Specialist also supports the Tier 1 staff and Account Review internal chat during List Review, Delivery and Account Review calls. Proactive monitoring and scam mitigation is also required and important to get ahead of abuse that threaten Constant Contact’s sending reputation.
What you'll do:
- Use existing Compliance tools to identify and research potential problematic accounts.
- Support client list and account reviews to ensure customer compliance with our strict anti-spam and permission-only policies by working closely with the
- Tier 1, Tier 2 and Account Review teams
- Monitor and act upon spam and other types of complaints resulting from customer email campaigns.
- Manage customer expectations regarding complaints, account security issues and other terms of service issues, sometimes communicating directly with them and deciding upon best course of action
- Support the T1 staff through internal chat and training initiatives
- Support deliverability requests and troubleshooting, and escalate as needed to Compliance Deliverability Specialists for further research
- Monitor and act upon scam alerts and cases that proactively look for malicious behaviors as they happen
- Review suspicious content using Machine Learning algorithms and help train the model to reduce false positives
- Work cross functionally with Website Builder Compliance, Tier 3, EIG Security, EIG Privacy to field requests and inquiries about ToS violations
- Vet and review new provisioned accounts under growth partnerships such as Website Builder and CreativeMail to ensure we’re onboarding compliant accounts
- Work cross functionally with Website Builder Compliance, Tier 3, Security, Privacy to field requests and inquiries about ToS violations
Who you are:
- Must be able to work overnights weekends
- Must have 2-4 years of customer service/support experience
- Proven research, investigation, and decision making skills
- Proven organizational/time management/multi-tasking skills
- Excellent written and verbal communication skills
- Spam and/or fraud investigation background
- In depth knowledge of email infrastructure, anti-spam tools, ISPs, and email delivery
- Self directed and self motivated
- Strong sense of accountability and ownership
- Strong and reliable decision making skills
- Strong work ethic and results driven
- Strong technical skills
**PLEASE NOTE** The shift for this role is a 4x10 overnight weekend shifts. Friday-Monday 9pm-7am EST
