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.

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:

Bilingual- Spanish required

Minimum of 1 year customer service experience in call center environment or equivalent experience; experience 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