Call Center jobs in Singapore

Role Title: KYC Senior Specialist/KYC Specialist

Role Summary:The Customer Service and KYC Operations team (“CS & KYC Ops”) is responsible for managing the day-to-day client servicing and KYC events through the full life-cycle of a client’s relationship with the Bank. This includes the conduct of KYC/AML checks at initial client onboarding, new product onboarding, ongoing maintenance, periodic reviews; as well as the management of the customer service call center, handling customer queries and escalations.

The team works together with all internal teams to ensure all service event requests can be executed promptly without flow-back, and an overall seamless customer experience is delivered.

Primary responsibilities

A. Documentation Review

• Review and ensure that all information and documents collected are good to satisfy regulatory requirements.
• Perform background checks and conduct interviews with customers.
• Assess the customer’s business and perform qualitative AML risk profiling.

C. Request for Information (“RFI”)

• Reach out to customers to obtain KYC information and documents, address any queries or clarifications raised by customers while maintaining a customer-oriented service attitude.

D. Periodic Review

• Full review of a customer’s profile, reaching out to customers to request for information where necessary.
• Perform adhoc screening, whenever required, assist AML team in discounting and mitigating screening hits, reaching out to customers to request for information where necessary.
• Assist AML team in reviewing transaction monitoring alerts, reaching out to customers to obtain relevant information to address transaction monitoring alerts.
• Evaluate the completeness of customer’s response and clarify where required.

E. Others

• Participate in system and process enhancement projects, User Acceptance Testing.
• Active stakeholder management in day-to-day work, and resolution of issues with Compliance, Operations, AML teams etc.
• Provide support for urgent requests, assist the team in completing ad-hoc projects.
• Preparation of data to track Book of Work completion and MI reporting.
• Senior Specialist should provide support to Team Leads in preparation of reporting data as well as to be backup for Team Leads in some cases.
• Provide support in training sessions including supporting to train new resources (onshore and offshore locations) by way of sharing practical experience on the execution of their roles.
• The Senior Specialist will have leadership responsibilities over their pod of Specialists. This includes communication of thematic issues identified through the Quality Assurance process, conveying new SOP requirements, enhancing Specialists’ knowledge by leading discussions on technical issues or complicated matters such as difficult conversations with customers, and contributing to overall development of Specialists to Senior Specialists.
• The Senior Specialist will also handle customer complaints with KL Team Lead, complete the Customer Investigation Report (“CIR”).
• The Senior Specialist will also propose amendments to SOP to the Team Leads to cover any new processes or practices adopted by the team, to enhance clarity and improve team’s adherence. Collaborate with internal stakeholders to address any performance gaps and drive continuous improvement.

Summary of Requirements:

• For Senior Specialist - minimum 5 years of KYC Ops experience working with Corporate Banking clients.
• For Specialist - minimum 3 years of KYC Ops experience working with SME/Corporate Banking clients.
• Client facing experience is preferred, AML certification is an added advantage.
• Proficiency in the Singapore AML/CFT regulations and guidelines.
• Good communication skills, proficiency in English and Chinese (verbal and written means).
• Ability to organize and prioritize workload, deliver all commitments on time under minimal supervision.
• An accountable team player with collaborative spirit, ability to build rapport with internal stakeholders and customers.
• Entrepreneurial mindset – overcome challenges with creative thinking and innovative solutions.
• Fluent in English and Mandarin (Read, Write - to support HK, Taiwan market).
• Candidate who can start immediately is highly welcome.

Hours of Operation

The hours of operation will be 9am to 6pm, Monday to Friday. Bank holiday will follow Singapore public holidays calendar. There may be shift and overtime required for weekends or national holidays according to business requirement. Both parties need to align and mutually agree on such changes and plan in advance. Overtime rates if any be charged only when productivity targets are met, and also when the personnel gaps in the team (if any) are duly filled.

*

indicates a required field

First Name *

Last Name *

Email *

Phone

Country

Phone

Resume/CV

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Reasonable Adjustments * Select...

Do you require reasonable accommodations or adjustments?

If you answered yes to the Reasonable Adjustments question, please provide additional details. If not, enter N/A. *

If you answered yes to the previous question, please provide additional details.

Capco Job Candidate Privacy Notice Acknowledgement * Select...

Capco Job Candidate Privacy Notice Acknowledgement