Customer Support Specialist

Infosys BPM; London; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading business process management company in London is seeking a Customer Due Diligence Specialist Support to assist the Financial Crime Operations team. The role includes managing customer interactions, ensuring compliance with legal requirements, and handling sensitive documentation. Strong communication skills and a minimum of 2-3 years' experience in Business and Commercial Banking are essential. This position offers opportunities to develop expertise in a crucial field.

Qualifications

• Min 2-3 years in a frontline role related to Business and Commercial Banking customers.
• Understanding of legal obligations under the Proceeds of Crime Act and money laundering regulations.
• Knowledge of Know Your Business (KYB) requirements.

Responsibilities

• Maintain CDD Mailbox and ensure sufficient responses from customers.
• Create lists of questions for effective customer interactions.
• Handle difficult conversations with customers regarding documentation.

Skills

Customer communication

Knowledge of regulatory frameworks

Problem-solving

Organizational skills

Job description

Title- Customer Due Diligence Specialist Support

Reports to- CDD Manager

Business Area- Financial Crime Operations

Job Overview

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 RM’s 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 SLA’s, along with ensuring cases are triaged and escalated where critical information regarding a businesses ownership or operation is not forthcoming or where it arises suspicion.

Job 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 a timely manner.

• Handle difficult conversations and pushback from customers and internal stakeholders around 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 SLA’s.

• Support and advise Store on customer interaction or any requests where customer has visited store around KYC/KYB update information.

• Other Administrative task such as progressing cases to exit, triaging and escalation of cases to other FinCrime teams when required.

Knowledge & Experience

• 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.