Customer Support V (Remote)

RESPONSIBILITIES:
A client with Kforce is seeking a Customer Support V to join their team. This role can be fully remote. Hours are flexible, but expectation is that the majority of hours working align with the rest of the team to accommodate collaboration.

Role Overview:
Join the client's Legal and Regulatory Support team as a Research Investigator. The primary focus of this role is conducting compliance reviews of customer complaints related to the client's regulated money movement services-reviewing historical case notes, account activity, and interaction records to produce clear, factual summaries that support decision-making by our Legal and Compliance teams. In addition, you will provide support to the subpoena team by researching and extracting documents responsive to legal requests across multiple internal platforms, including Salesforce, QuickBase, and other proprietary tools. This is a detail-oriented, investigative role well suited to someone who enjoys digging into complex customer histories and telling a clear story from the data they find.

Responsibilities:
* Conduct compliance reviews of customer complaints related to regulated money movement services, reviewing account history, case notes, transaction records, and customer interactions across internal systems to build a complete and accurate picture of each matter
* Review and interpret the scope of assigned compliance and legal matters, escalating to compliance or legal staff when clarification is needed and following established process documents with limited oversight
* Compile and organize research findings into clear, well-structured summaries and document packages, formatted to meet legal and compliance requirements, for handoff to the compliance or subpoena team
* Maintain meticulous records of research activities, documents reviewed, and production status for each matter in the case management database

REQUIREMENTS:
* 2+ years of experience in a compliance, customer dispute resolution, or legal/investigative support role, preferably within a financial services, fintech, or SaaS company with regulated money movement or payments products
* Demonstrated experience conducting research across multiple systems and synthesizing findings into clear, organized deliverables
* Self-motivated and able to work independently with minimal guidance in a high-pressure, deadline-driven environment
* Inquisitive and detail-oriented; Ability to think objectively, question assumptions, and pursue the full story behind a customer complaint or legal matter
* Strong written and verbal communication skills; Able to summarize complex research findings for both legal and non-legal audiences
* Advanced research and analytical skills with proven ability to locate specific records across disparate systems
* Expert at managing multiple active matters simultaneously in a fast-paced legal and compliance environment
* Demonstrates strong problem-solving abilities and proactively surfaces process improvement opportunities
* Excellent organizational and project management skills; Maintains accurate records and tracking throughout the full lifecycle of each assigned matter
* Ability to maintain composure under pressure and make sound, well-reasoned decisions
* Displays a high level of professional judgment, integrity, commitment, and teamwork
* Exceptional attention to detail and the ability to review high volumes of case records, identify relevant facts, and synthesize findings into a clear, accurate narrative
* Hands-on experience with Salesforce; ability to query and navigate records efficiently to locate responsive data preferred
* Experience with regulatory compliance, consumer financial protection, or money movement services a strong plus

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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