IWPB Client Services Associate

HSBC Holdings plc; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

HSBC Holdings plc in Kuala Lumpur is seeking a KYC Analyst to manage end-to-end Know Your Customer reviews. You will coordinate with internal teams and customers to refresh profiles, assess risk, and ensure timely case closure across multiple channels.

The role requires strong English and Bahasa Malaysia skills, with Mandarin/Cantonese beneficial. A hybrid work arrangement in Kuala Lumpur is offered, along with exposure to First and Second Line of Defense processes.

Qualifications

• Minimum 12 months experience in CDD & KYC processes.
• Experience handling customer communications, incl. high-net-worth clients.
• Knowledge of regulatory expectations for financial crime risk management.

Responsibilities

• Own end-to-end case progression, from planning to outreach and SLA-compliant closure.
• Drive timely customer responses via email, voice, or digital channels and escalate delays.
• Perform CDD steps: risk assessment, screening, SoW refresh, and documentation completion.
• Review/refresh KYC data and documentation with internal teams (First/Second Lines of Defense).
• Publish concise risk summaries for business owners or RMs to approve.
• Maintain daily pipeline across stages and prioritize by risk and SLA.
• Ensure compliance with procedures and quality targets for case handling and outreach.

Skills

Fluent English

Bahasa Malaysia

Mandarin/Cantonese

Communication

Team player

Job description

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY, 55188

Brand: HSBC

Area of Interest: Operations

Role Workstyle: Hybrid Worker

Date: 15 Sept 2026

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 e.g. Voice outreach quality, Case Quality Control metrics).

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