This job is responsible for conducting routine analysis, research, and investigations in diversified compliance 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.

The Client Experience Resolution Analyst will support the end to end handling of Consumer AML generated complaints, escalations, Voices Alerts, analysis of complaint root causes, act as a SME for projects and assignments, communicate potential coaching opportunities and process gaps. The Analyst will primarily handle calls that are generated and transferred by the Know Your Customer Contact Center, but will also manage complaint, escalation and Voices Close the Loop Alert case assignments that are sent through multiple sources, handling them within SLA's. During the course of working on their assigned casework, the Analyst will conduct peer and business partner consultations, deep research, customer outreach, and ultimately provide resolutions for complex and highly visible customer complaints and escalations. The Analyst will also create detailed documentation for case history and reporting, which will be completed throughout the assignment.

Responsibilities:

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 Skills

2 years' resolving complaints and/or escalations, or a role relevant to Know Your Customer and Anti-Money Laundering - Specialty and Mainstream processes.

Demonstrated scores/performance that meet/exceeds established goals

Detail oriented

Professional written and oral communication

Ability to multi-task as business needs dictate

Ability to demonstrate critical thinking

Capable of working independently and in a team environment

Strong ownership and accountability skills

Ability to adhere to strict deadlines and cut off times

Time management skills

Willingness to be flexible with schedule as business needs dictate

Previous experience with NICE, Voices (Medallia), Complaint Tracking and Resolution Platform (CTR), IQS, Boss, Interact and SharePoint

Desired Skills:

Knowledge of Know Your Customer and Anti-Money Laundering processes – Specialty and Mainstream processes

Experience in Financial Centers/working with Financial Centers, credit card, working knowledge of NICE, and working knowledge of the Complaint Tracking and Resolution platform (CTR)

Knowledge of KYC and AML processes – CIP/CDD, NGO, SPF, MSB, GACT, HRR and OFAC

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