Process Specialist - Specialist Support - London, UK in City of Westminster

Supporting the Customer Due Diligence Team within Financial Crime Operations to obtain relevant documentation and information relating to our Business Customers. You will be required to contact customers directly, requesting time critical, sensitive and crucial information. You will also be working with RMs and other FinCrime Teams to ensure relevant information is obtained where necessary whilst ensuring the information received is in line and acceptable to policy standards. You will be required to manage your own workload ensuring cases are progressed, tracked and updated. You will need to take accountability around SLAs, along with ensuring cases are triaged and escalated where critical information regarding a business's ownership or operation is not forthcoming or where it arises suspicion.

Responsibilities

• Ensuring the CDD Mailbox is regularly maintained ensuring that sufficient responses have been received from our customers whilst ensuring responses are passed onto the CDD specialist.
• Create a bespoke list of questions and follow a contact strategy to ensure satisfactory information is received from the customer which would prevent unnecessary escalation.
• Undertake effective communications (Calls+Emails) with the customer to ensure appropriate information is received in a timely manner.
• Handle difficult conversations and pushback from customers and internal stakeholders around the nature of request and supporting documentation.
• Work with relationship managers in helping to support and obtain additional information where necessary.
• Ability to work with other team members to ensure timely requests are made out to the customer or business area to enable completion of CDD case work within set SLAs.
• Support and advise Store on customer interaction or any requests where customer has visited store around KYC/KYB update information.
• Other administrative tasks such as progressing cases to exit, triaging and escalation of cases to other FinCrime teams when required.

Qualifications

• Experience of liaising with customers directly and handling difficult conversations.
• Strong communication & customer service skills.
• Strong organisation skills.
• Attention to detail and ability to review financial and KYC information.
• Passionate about fighting financial crime and providing unparalleled levels of service and convenience for customers, whilst supporting the mitigation of our money laundering and terrorist financing risks.
• Ability to work in an operational environment with the ability to manage time and caseloads effectively.
• Proficient in the use of Microsoft Word and Excel.
• Base knowledge and understanding of the legal and regulatory framework including obligations under the Proceeds of Crime Act, the Terrorism Act; the requirements of the money laundering regulations and the guidance provided set by external regulators relating to CDD requirements.
• An understanding of commercial and business products and customer types.
• Knowledge and understanding of Know Your Business (KYB) requirements.
• Customer facing, and or operational background is desirable with banking knowledge and system processes considered key requirement.
• Min 2-3 years of experience of working in a frontline role with particular knowledge around Business and Commercial Banking customers is desirable.