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. 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 include delivering and maintaining a commitment to high customer service excellence utilizing relationship-building and problem-resolution skills in a call center environment; exceeding monthly efficiency objectives and maintaining high call quality standards; navigating and using various internal systems to research, review, update and confirm customer profile details during conversations; ensuring complete and efficient customer interactions by proactively identifying opportunities to enhance customer experience; interpreting and analyzing information from numerous applications and third party sources to identify issues; identifying and analyzing problems related to product lines or functions and developing and implementing process improvements; ensuring quality service and effective operations support for internal business partners and external clients; performing day-to-day activities aligned to team goals and metrics; supporting special projects that represent significant risk exposure and escalating risks accordingly; providing quality assurance review and testing on operating key controls. Required qualifications include bilingual Spanish, minimum 1 year customer service experience in a call center environment preferably in banking/financial industry, ability to tactfully handle customer concerns, ability to work required hours including overtime, and excellent verbal and interpersonal communication skills.
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