Compliance Operational Associate (f/m/d)

At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.

Overview:

Risk mitigation which includes issues related to customer compliance (i.e. trademark and copyright, complaints, civil and criminal subpoenas, search warrants and preservation letters and data privacy related requests). Work closely with outside counsel and corporate legal teams in Germany on escalated service issues with litigation risk and potential other legal matters. Work closely with business leaders to educate, prevent, or resolve service issues related to the company’s day-to-day operations.

Responsibilities:

• Support and consult with customer care teammates on escalated service issues by the thorough evaluation of litigation risk for all types of cases, with the help of counsel when needed.

• Field and properly process requests and notices from various law enforcement agencies, third party demands and requests, as well as legal threats and customer escalations.

• Supervise the intake of all legal cases through email, regular mail and customer database.

• Perform research via customer databases to assist counsel with litigation cases.

• Responsible for making sure deadlines are met for copyright and trademark cases. Also responsible for deadlines for production of subpoenas and search warrants.

• Thoroughly understand the Company’s policies around Privacy and ensure the customer care teams are in compliance with policies by disseminating appropriate information and updates.

• Provide recurring compliance testing on risk management practice across the business

• Work with business leaders and decisions makers to improve processes/procedures with the goal of reducing future risk

• Prepare updates and/or presentations on risk profile/outages/successes to senior management

• Responsible for evaluating cases to determine compliance, research cases to determine course of action and handling until successful resolution

• Work with customer care and management on case resolutions for legal complaints or issues. Assist support teams with questions related to handling certain customer issues as they arise.

• Work with customer care management in making suggestions to cut down on the number of escalated cases and issues to minimize litigation risk.

• Provide guidance to the transfers department with domain disputes.

• Provide overview to new customer care agents and suggestions for how to handle customers or third parties with legal concerns.

• Gather, prepare and produce requested information for subpoenas and search warrants including communication with IONOS corporate office on technical requests (email, control panel logs, etc.)

• Assist other members of the local compliance team with direction and guidance as needed.

• Develop systems/methods for tracking and monitoring cases and workload.

• Assist with other workflows in the Executive Solutions team as necessary by volume as well as maintaining process documentation for the compliance and Executive Solutions team.

Required Qualifications:

• Bachelor’s or Associated Degree, in criminal justice, pre-law, business or IT related field – or equivalent experience

• 3+years functioning in a customer service, paralegal, compliance or related capacity.

• Strong skills in both Microsoft Office and Google Suite of office productivity tools

• Experience running projects from inception to oversight and execution resulting in a positive outcome.

• A candidate who is intellectually curious by nature and likes to ask probing questions.

• Excellent interpersonal and group communication skills to lead discussions

• High attention to detail and accuracy with strong organizational skills and the ability to meet strict deadlines.

• Strong analytical ability to synthesize and understand complex documents and the writing ability to produce the same.

Preferred Qualifications

• Bachelor’s degree in related field; and/or paralegal certificate.

• Notary training and certificate

• Knowledge of WHOIS and HOST lookups

• Understanding of the hosting and e-mail industry and compliance issues resulting from the same.

Physical Requirements and Working Conditions

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis i.e. (3 times a week or more as needed)

• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.

• The ability to regularly sit or stand for extended periods of time

• The ability to travel domestically and internationally as required on occasion

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate based on any status protected by law.

About IONOS

IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.

We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.