Consumer Aml Operations Kyc Contact Center Phone Agent - Bilingual jobs at Bank Of America in United States, Addison

This job is responsible for servicing inquires received from Treasury clients via phone, email, or online channels regarding their treasury, cash management, card, merchant and depository products. Key responsibilities include analyzing and determining appropriate handling and resolution of requests. Job expectations include partnering with internal business partners (e.g. Sales & Relationship Managers, Product Managers, Compliance and Operations) to provide resolution to client inquiries, issues, and technical support.

Responsibilities:​

• Receive and respond to requests received by email or phone
• Provides resolution for requests received via phone or email
• Interacts continuously and deepens relationships with internal business partners as well as clients to further enhance client delight
• Conduct limited research and respond to client and be able answer questions and inquiries
• Utilize the various bank systems to support clients requests

Requirements:

• ​1+ years of experience working with customers.
• 1+ years of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable receiving ongoing performance feedback and coaching.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Ability to navigate multiple computer systems while interacting with the customer.

Desired skills:

• 1-2 years of experience in the Banking/Financial industry.
• 1-3 years of experience working in a call center.​​
  

This job is responsible for conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Responsibilities:

• Delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand problem-resolution skills in a call center environment.

• Exceeds monthly efficiency objectives and maintains high call quality standards. Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer.

• Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience.

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Provides quality assurance review and testing on operating key controls

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

REQUIRED QUALIFICATIONS:

• Bilingual- Spanish required

• Minimum of 1 year customer service experience in call center environment, preferably in the Banking/Financial industry

• Ability to tactfully handle customer concerns

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed

• Excellent verbal and interpersonal communication skills

Skills:

• Adaptability

• Analytical Thinking

• Critical Thinking

• Data Collection and Entry

• Data Quality Management

• Collaboration

• Decision Making

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Research Analysis

• Customer and Client Focus

• Innovative Thinking

• Oral Communications

• Prioritization

• Quality Assurance

This job is responsible for conducting routine analysis, research, and investigations in diversified compliance operations aligned to the bank’s Financial Crimes Enterprise Policy and the Financial Crimes Global Standard. Key responsibilities include executing against regulatory requirements and economic sanctions compliance practices, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Responsibilities:

• Delivers and maintains a commitment to high customer service excellence utilizingrelationship-buildingand problem-resolution skills in a call center environment.

• Exceeds monthly efficiency objectives and maintains high call quality standards. Required to navigate and use various internal systems to research, review, update and confirm customer profile details during conversation (inbound or outbound calls) with customer.

• Ensures complete and efficient customer interactions by taking ownership to proactively identify opportunities to enhance customer experience.

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Performs day-to-day activities aligned to the team's common goals, strategy, and metrics and works on improving capabilities through learning and development

• Identifies and analyzes problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Provides quality assurance review and testing on operating key controls

• Supports special projects that represent significant risk exposure and identifies and escalates risks accordingly with a sense of urgency

• Ensures quality service and effective and efficient operations support for the assigned area's internal business partners and external clients

• Interprets and analyzes information gathered from numerous applications and third party sources and identifies issues that prompt further inquiry

REQUIRED QUALIFICATIONS:

• Bilingual- Spanish required

• Minimum of 1 year customer service experience in call center environment, preferably in the Banking/Financial industry

• Ability to tactfully handle customer concerns

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition as well as overtime as needed

• Excellent verbal and interpersonal communication skills

Skills:

• Adaptability

• Analytical Thinking

• Critical Thinking

• Data Collection and Entry

• Data Quality Management

• Collaboration

• Decision Making

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Research Analysis

• Customer and Client Focus

• Innovative Thinking

• Oral Communications

• Prioritization

• Quality Assurance

This job is responsible for providing moderately complex research, reporting, and analytical support for the delivery of end-to-end support for Global Markets sales, trading and underwriting business for securities, foreign exchange, fixed income, exchange traded derivatives, and over-the-counter derivatives across multiple Lines of Business. Key responsibilities include carrying out duties under general supervision and assisting teammates while following established procedures.

Line of Business Job Description:

​Responsibilities:

• Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines

• Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.

• Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements

• Perform client refresh through the review of client documentation, vendor databases and data entered into proprietary systems to ensure all refresh requirements are met

• Ensure all jurisdictional regulatory requirements related to KYC are adhered to

• Support business with KYC related queries and requests

• Participate in remediation, internal/external Audits (where applicable)

• Maintains accuracy of client portfolio using internal and external comparison tools

• Performs research and conducts moderately complex analyses using established techniques, including transactions that require special handling and exception handling

• Explores methods to enhance processes, further reduce risks, and boost client experience

• Partners with colleagues on the trade and sales support teams, as well as external agents

• Creates reports and liaises with internal partners to ensure proper client reporting and assist with regulatory reporting

• Escalates potential risks and exposures to manager in a timely manner

• Assists with ad-hoc projects, new processes, or initiatives requiring coordination among subject matter experts representing multiple product areas or functions

Job Requirements:

• 2+ years of financial services experience

• Excellent verbal and written communications skills

• Documented experience performing in a process-oriented production environment that changes periodically

• Familiar with MS Office Suite(Excel/Word/Outlook/Access)

• Work in a team environment

• Organize work, prioritize tasks and handle multiple assignments simultaneously

• Successfully meet tight deadlines while ensuring data accuracy and integrity

• Work and execute with minimal supervision or remote management

Skills:

• Attention to Detail

• Critical Thinking

• Data Collection and Entry

• Recording/Organizing Information

• Research

• Fraud Management

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Quality Assurance

• Risk Management

• Adaptability

• Customer and Client Focus

• Prioritization

• Result Orientation

• Written Communications

This job is responsible for providing moderately complex research, reporting, and analytical support for the delivery of end-to-end support for Global Markets sales, trading and underwriting business for securities, foreign exchange, fixed income, exchange traded derivatives, and over-the-counter derivatives across multiple Lines of Business. Key responsibilities include carrying out duties under general supervision and assisting teammates while following established procedures.

Line of Business Job Description:

​Responsibilities:

• Conducting client due diligence (CDD) and enhanced due diligence (ECDD) in accordance with internal policies, procedures and regulatory guidelines

• Review of refresh requirements for assigned jurisdiction in line with related Client Identification Profile (CIP)/CDD Procedures to ensure adequacy and accuracy before the requirements are sent to the client.

• Liaise with sales/ client outreach teams to obtain and validate correct documentation to fulfill refresh requirements

• Perform client refresh through the review of client documentation, vendor databases and data entered into proprietary systems to ensure all refresh requirements are met

• Ensure all jurisdictional regulatory requirements related to KYC are adhered to

• Support business with KYC related queries and requests

• Participate in remediation, internal/external Audits (where applicable)

• Maintains accuracy of client portfolio using internal and external comparison tools

• Performs research and conducts moderately complex analyses using established techniques, including transactions that require special handling and exception handling

• Explores methods to enhance processes, further reduce risks, and boost client experience

• Partners with colleagues on the trade and sales support teams, as well as external agents

• Creates reports and liaises with internal partners to ensure proper client reporting and assist with regulatory reporting

• Escalates potential risks and exposures to manager in a timely manner

• Assists with ad-hoc projects, new processes, or initiatives requiring coordination among subject matter experts representing multiple product areas or functions

Job Requirements:

• 2+ years of financial services experience

• Excellent verbal and written communications skills

• Documented experience performing in a process-oriented production environment that changes periodically

• Familiar with MS Office Suite(Excel/Word/Outlook/Access)

• Work in a team environment

• Organize work, prioritize tasks and handle multiple assignments simultaneously

• Successfully meet tight deadlines while ensuring data accuracy and integrity

• Work and execute with minimal supervision or remote management

Skills:

• Attention to Detail

• Critical Thinking

• Data Collection and Entry

• Recording/Organizing Information

• Research

• Fraud Management

• Interpret Relevant Laws, Rules, and Regulations

• Problem Solving

• Quality Assurance

• Risk Management

• Adaptability

• Customer and Client Focus

• Prioritization

• Result Orientation

• Written Communications