About the role
Job Description
- Handle inbound and outbound customer calls
related to KYC remediation campaigns.
- Adhere to AML, KYC, CDD, EDD, sanctions, and regulatory requirements.
- Follow customer authentication procedures before discussing account
information.
- Assist retail, small business, commercial, and corporate customers with
KYC-related queries.
- Explain regulatory requirements and documentation needs clearly and
professionally.
- Guide customers through the KYC remediation process and required actions.
- Proactively follow up with customers to obtain outstanding KYC information
and documentation.
- Resolve customer concerns at the first point of contact wherever possible.
- Maintain a high standard of customer service during difficult or sensitive
conversations.
- Meet required criteria for call quality standards.
- Maintain customer relations with a high degree of internal and external
customer service.
- Possess effective problem solving skills to ensure timely problem
recognition and resolution.
- Adhere to internal policies to ensure compliance with legal parameters as
well as company policies and procedures.
- Recording and updating customer information via the organization’s internal
systems
- Resolving customer queries at first point of contact