IWPB Client Services Associate

HSBC; Kuala Lumpur; On-site; MYR 48,000 - 72,000; Full time

Job summary

HSBC Malaysia is seeking a KYC analyst to support Client Services in completing Know Your Customer reviews. You will work with relationship managers and customers to gather information, refresh profiles, and ensure cases meet SLAs.

The role involves risk assessments, screening for adverse news, and coordinating with internal teams to document the CDD process. Strong communication, teamwork, and handling sensitive information are essential.

Qualifications

• Good team player with ability to multi-task.
• Strong verbal and written communication skills.
• Strong negotiation and influencing skills.
• Ability to work under pressure and meet tight deadlines.
• Basic knowledge of compliance and audit standards.
• Fluent in English and Bahasa Malaysia; Mandarin/Cantonese is a plus.

Responsibilities

• Own end-to-end case progression, including outreach to obtain KYC refresh information and resolve gaps within SLA.
• Drive timely customer responses across email/voice/digital channels; escalate delays.
• Review steps for Customer Due Diligence including risk assessment and Source of Wealth refresh.
• Perform Negative News & Facts Screening using prescribed tools.
• Determine Source of Wealth specifics using internal and external information, with outreach when needed.
• Analyse Account Activity and Source of Wealth; publish concise summaries for risk owners.
• Apply critical thinking to reviews and decide if customer contact is required.

Skills

Teamwork

Communication

Negotiation

Pressure handling

Compliance basics

Multilingual

Job description

Why join us?

You will be supporting IWPB Client Services in completing Know Your Customer (KYC) reviews, working directly with internal (e.g. RMs) and external (i.e. customers) stakeholders to complete cases within required timelines.

Why join us?

You will be supporting IWPB Client Services in completing Know Your Customer (KYC) reviews, working directly with internal (e.g. RMs) and external (i.e. customers) stakeholders to complete cases within required timelines.
As part of our global transition to a Single Actor Model (SAM) within Client Services, you will be managing end-to-end completion of the KYC Journey, working within CDD tooling to update customer KYC details, perform outreach and complete monthly case volumes.
Your role will entail reviewing the KYC profiles of our profiles, confirming if the data we have is sufficiently updated to enable the bank to manage its risk and, where we need more information, contacting customers (conversational banking) through a variety of channels (e.g. email, voice, digital outreach) to refresh their internal profiles.
As part of the process, you will also work closely with internal stakeholders as well as you review and refresh data/documentation held within HSBC in KYC profiles, including colleagues in the First and Second Lines of Defense.

What You’ll Do

• Own end-to-end case progression, including planning, executing and documenting customer outreach to obtain KYC refresh information and resolve gaps within SLA.
• Drive timely customer responses through structured follow-ups across email/voice/digital channels, escalating appropriately where responses are delayed.
• Undertake review process steps supporting our Customer Due Diligence requirements, including assessing risk, screening for risk-relevant external news, assessing / refreshing Source of Wealth, and completion of procedural steps to review / refresh internal risk profiles
• Perform Negative News & Facts Screening using tools prescribed by in-country FCC Team (e.g. LexisNexis, Factiva, etc)
• Determine the Source of Wealth (SoW) specifics such as Net worth, tangible & intangible assets and Source of Wealth Type using required internal and external information, balancing the ability to infer certain data points versus needing to outreach to customers.
• Analyse Account Activity and Source of Wealth information where required, publishing or refreshing a concise summary for the business risk owners or Relationship Managers to be able to approve.
• Apply critical thinking to reviews of customer profiles and confirmation of which data points do or do not require customer contact, providing clear justifications for the decisions taken when completing the CDD profile

Operational Effectiveness & Control

• Proactively manage day-to-day processes, supporting the Operation by meeting individual Profiles-Per-Analyst (PPA) monthly targets
• Manage a personal pipeline across multiple stages (review, outreach, follow-up, remediation, approval), prioritising by risk and SLA.
• Maintain knowledge of the KYC process and required procedures (e.g. local DIMs), refreshing that knowledge as new guidance or process changes are communicated to teams
• Ensure process requirements are met, adhered to, completed in accordance with established procedures and standards set.
• Meet required quality targets, both from a case processing and customer / stakeholder outreach perspective (e.g. Voice outreach quality, Case Quality Control metrics).

Role

What you will need to succeed in the role:

• Good team player with the ability to multi-task, depending on the criticality of the tasks.
• Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
• Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
• Fluent in spoken English and Bahasa Malaysia; Mandarin / Cantonese

What additional skills will be good to have?

• Minimum experience of 12 months in dealing with CDD & Systems
• Previous experience in a retail or corporate CDD process / environment
• Previous experience managing calls / communications to external clients, especially high-net worth clients