Customer Identity Advisor - Japanese - Kuala Lumpur

Teleperformance; Kuala Lumpur; On-site; MYR 45,000 - 78,000; Full time

Job summary

Teleperformance Malaysia is seeking a Customer Identity Advisor in Financial Services to ensure customers comply with the client’s Terms of Use and regulatory obligations. You will review high-risk accounts and monitor for potential fraud or policy breaches, educating customers along the way.

You will communicate clearly, manage multiple queues daily, and apply SOPs to make accurate decisions while maintaining professional interactions with clients and customers.

Qualifications

• Strong verbal communication and active listening.
• Ability to make good decisions based on SOP/Job AID.
• Ability to multitask across multiple queues with urgency and follow-through.

Responsibilities

• Complete account reviews on KYC/KYB workflows per site.
• Educate customers on KYC/KYB requirements through suitable channels.
• Respond to CIP-related items, emails, service requests daily.
• Ensure compliance with Anti Money Laundering regulations.
• Provide management with feedback on policy and workflow changes.
• Maintain professionalism in interactions with clients and customers.

Skills

Customer Experience

Decision Quality

Problem Solving

Learning on the Fly

Education

High school Diploma or equivalent

Tools

Microsoft Office (Outlook)

Job description

Overview

The Customer Identity Advisor within Financial Services ensures our customers are compliant with our Compliance Policy as defined in the client’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring in order to satisfy our obligations to the appropriate regulatory authorities. The Customer Identity Advisor is also responsible for the review of customer accounts and applications related to high-risk products and features, reports of fraudulent or unfair practices, and/or policies and programs.Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. You are unflappable and consistently good at turning today’s problems into tomorrow’s solutions.

Qualifications

Competencies:

• Deliver a Customer Effortless Experience.
• Decision Quality.
• Drive for Results.
• Learning on the Fly.
• Problem Solving.

Job Requirements:

• Strong verbal communication skills: actively listen and speak clearly to customers.
• Strong written communication.
• Ability to make good decisions based on SOP/Job AID.
• Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.
• Ability to learn and adapt to new software technologies.
• Strong working knowledge of external systems and PC-based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).

Preferred Qualifications

• 12 months’ experience in Customer Identity (G15), in Customer Service or in a Back-Office function.
• Getting Results or Among the Best in metrics and behaviours.
• High school Diploma or equivalent.

Responsibilities

Responsibilities:

• Complete account reviews on a single workflow of KYC/KYB process applicable to the site.
• Educate customers through appropriate communication channels whilst being clear and concise on KYC/KYB requirements.
• Work assigned queues, emails, service requests, as well as other CIP related items daily.
• Ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly.
• Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes.
• Support function tasks when applicable e.g., Kana Emails, Faxes, Global Name Change.
• Respond to customer KYC/KYB inquiries via e‑mail in an efficient and effective manner.
• Keep up to date on applicable regulations and utilize good decision-making skills in the application of those regulations.
• Always maintain professionalism in your interactions with client personnel and customers.
• Ensure customers are compliant with client policy as defined in the client’s Terms of Use.