Senior Specialist, Compliance

Role Overview

• Own and resolve the most complex, high-risk, and regulator-adjacent cases related to account information, identity integrity, and data privacy, ensuring compliant resolution within SLA.
• Review and process advanced Data Subject Access Requests (DSARs), applying GDPR and other regional privacy regulations with sound judgment and documentation discipline.
• Act as the primary L3 escalation point for ambiguous or sensitive cases, independently assessing risk while escalating legal interpretation and final decisioning when required.
• Partner closely with Legal, Privacy, and the Data Protection Officer (DPO) on legal threats, regulator inquiries, or escalated privacy matters, ensuring audit-ready documentation and clear case narratives.
• Monitor UnitQ feedback and other quality signals to identify emerging trends, systemic risks, or member pain points, transforming insights into actionable improvements that strengthen upstream processes.
• Provide structured feedback to L2 agents and external partners (including BPO teams), reinforcing decision-tree application and improving escalation quality — demonstrating Excellence and a commitment to raising the bar.
• Contribute to the development and refinement of SOPs, guidelines, and training materials, embedding Curiosity and continuous improvement into team practices.
• Leverage case management systems and AI-enabled tools to synthesize information, identify patterns, and support accurate, consistent, and well-documented outcomes while maintaining responsible human oversight.
• Support audits, regulatory readiness efforts, and cross-functional investigations, collaborating with purpose and seeing complex matters through from insight to impact.

Requirements

• Typically requires 3–5 years of experience, though we welcome candidates with alternative backgrounds that demonstrate equivalent skills.
• Deep experience in compliance operations, Trust & Safety, advanced customer support, or similar environments handling sensitive or high-risk data.
• Demonstrated expertise processing DSARs and applying GDPR and global data protection principles in real-world casework.
• Strong risk assessment capability with the confidence to make independent decisions while recognizing when escalation is required.
• Experience partnering with Legal, Privacy, or senior stakeholders in regulator-adjacent or legally sensitive contexts.
• Exceptional documentation discipline, ensuring cases are clear, defensible, and audit-ready.
• Comfortable using case management platforms, quality monitoring tools (such as UnitQ), and AI-supported workflows to increase analytical depth and efficiency.
• Embodies Courage and Respect by navigating ambiguity calmly, balancing empathy for members with regulatory integrity.
• Acts as a trusted subject matter expert, collaborating cross-functionally, taking ownership of outcomes, and adapting with an agile mindset as regulations, tools, and policies evolve.