Customer Service
Permanent,Full-time
Job Description
- Assist sales and pre-sales team with the onboarding process of new customers and end-users. Coordinate Client Acceptance process to ensure all onboardings are supported by relevant documentation, reviewed and approved, following Client Due Diligence Procedures.
- Ensure zero defects in providing evidence regarding execution of onboarding processes. Provide transparency, reports incidents and escalate blocking or complex cases to Risk, Compliance with expected action plans.
- Coordinate with internal functions including Service Delivery Teams, Sales, legal Compliance, Finance and technology to ensure all new launches and conversations are successfully project managed. Participate actively in cross-department customer experience streams to design future customer experience onboarding roadmap.
- Perform periodic review of existing clients on an annual basis or resulting from trigger events. Escalate as necessary to Compliance.
- Perform first line review of flags created by transaction screening triggers, working with Financial Crime team where necessary for escalation
- Assist business and Compliance teams with detection of adverse media at client onboarding and on an ongoing basis
- Help improve onboarding procedures and processes to make them more efficient but aligned with expected regulations and client due diligence procedures.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across
- This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations and guidelines.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
Required Knowledge, Skills, and Abilities
- Strong communication and interpersonal skills
- Very strong and proven experience in customer service team or customer onboarding team
- Self-motivated and detailed oriented individual
- Reports efficiently to management, compliance and risk team
- Manage ambiguity with care and reports any conflict or issue with highest standards of transparency
- Experience working in a distributed team with diverse culture and background.
- Used to deal with customer around the globe
- Open to change and comfortable with managing different speed (CDD vs fast evolving environment) to protect customer holdings and company’s reputation
- Strong working experience in banking industry or for financial institution
Reference no: 90581