Job Title: AML Analyst (KYC)
Location: Atlanta, Georgia 30341 ( Onsite - 8am to 5pm )
Duration: Permanent Full-time
Must Have: AML Fraud Banking Experience and KYC
Role Purpose:
The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
- Support process by managing transactions as per required quality standards
- Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner
- Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue
- Update own availability in the RAVE system to ensure productivity of the process
- Record, track, and document all queries received, problem- solving steps taken and total successful and unsuccessful resolutions
- Follow standard processes and procedures to resolve all client queries
- Resolve client queries as per the SLA’s defined in the contract
- Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients
- Identify and learn appropriate product details to facilitate better client interaction and troubleshooting
- Document and analyze call logs to spot most occurring trends to prevent future problems
- Maintain and update self-help documents for customers to speed up resolution time
- Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
- Ensure all product information and disclosures are given to clients before and after the call/email requests
- Avoids legal challenges by complying with service agreements
- Deliver excellent customer service through effective diagnosis and troubleshooting of client queries.
- Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
- Assist clients with navigating around product menus and facilitate better understanding of product features
- Troubleshoot all client queries in a user-friendly, courteous and professional manner
- Maintain logs and records of all customer queries as per the standard procedures and guidelines
- Accurately process and record all incoming call and email using the designated tracking software
- Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
- Organize ideas and effectively communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.
- Build capability to ensure operational excellence and maintain superior customer service levels of the existing account/client
- Undertake product trainings to stay current with product features, changes and updates
- Enroll in product specific and any other trainings per client requirements/recommendations
- Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client
- Update job knowledge by participating in self-learning opportunities and maintaining personal networks.
Required Skill Needed:
- Triaging
- Initial Investigations
- Transaction monitoring
- Transaction analysis
- Fraud transaction analysis
- AML Monitoring
- FIU investigation
- SAR/STR filing investigation
- Enhance Due Diligence
- Sanction Screening
- PEP Screening
- Alerts monitoring
Job Type: Full-time
Pay: Up to $24.00 per hour
Physical setting:
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Microsoft Powerpoint: 1 year (Preferred)
Ability to Commute:
- Atlanta, GA 30341 (Preferred)
Ability to Relocate:
- Atlanta, GA 30341: Relocate before starting work (Required)
Work Location: In person