Operations Control Analyst - KYC Contact Center Phone Agent

ce operations aligned to the bank's Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Line of Business Job Description:

Global Operations, Anti Money Laundering (AML) is responsible for completing Refresh Activities such as Know Your Customer (KYC) and Client Due Diligence (CDD) checks for all clients that do business with the Bank. Refresh Teams are responsible to collect and maintain client documents to ensure activities are executed in alignment with Laws, Rules, Regulation, and Bank Policies.

Responsibilities:

• Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and problem-resolution skills in a call center environment.

• Exceeds monthly efficiency objectives and maintains high call quality standards. Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer.

• Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience.

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Provides quality assurance review and testing on operating key controls

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

REQUIRED QUALIFICATIONS:

• Minimum of 1 year customer service experience in call center environment, preferably in the Banking/Financial industry

• Ability to tactfully handle customer concerns

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed

• Excellent verbal and interpersonal communication skills

Skills:

• Adaptability

• Analytical Thinking

• Critical Thinking

• Data Collection and Entry

• Data Quality Management

• Collaboration

• Decision Making

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Research Analysis

• Customer and Client Focus

• Innovative Thinking

• Oral Communications

• Prioritization

• Quality Assurance

Shift:
1st shift (United States of America)

Hours Per Week:
40

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