Bank Of America Client Outreach Manager 

United States, North Carolina, Charlotte 

173483803

The Function

The Client Outreach team are the front line unit who work with clients as part of meeting Know Your Client (KYC) periodic refresh and remediation requirements. We work in close collaboration with Global Corporate and Investment Bankers and Global Markets Sales to support the Bank’s global regulatory and policy requirements as it relates Client Due Diligence (CDD) documentation collection, with support from Operations and Global Financial Crimes Risk teams.

The team identifies and develops client connections, engages client representatives to obtain KYC documentation, and acts as a coordination point for resolving issues/challenges with respect to client and country specific documentation requirements in a timely manner.

The Role

The KYC Client Outreach Specialist (COS) teams serve as the Front Line Unit engaging with clients across business sectors and regions to meet KYC requirements for periodic refreshes in a timely manner.

Role Responsibilities

• Outreach to clients requesting and collecting KYC documentation
• Serve as the key point of contact for Clients as well as Bankers, Operations, Risk and other internal functions
• Ensures banking ownership is clear and works across Lines of Business to close relationship coverage gaps, if any
• Drives the organization and recording of client contacts in appropriate systems of record
• Ensure respective KYC client portfolios are covered across business and regions and adhere to internal governance routines within the FLU and those governed by support partners
• Oversees and resolves the risks and impacts of non compliance with KYC processes, including restrictions, closures and associated business growth impacts
• Gather client feedback on policy, requirements and/or jurisdictional nuances where given to help improve the Bank’s processes
• Raise process issues and improvements that collectively help our clients
• Partner with colleagues in Banking, Sales, FLU COOs, FLU Change, FLU Business Controls, Operations, and other groups as needed
• Review clients for appropriate activity and liaise with Bankers on whether relationships with specific entities should continue
• Drives the Outreach of both periodic refreshes as well as remediation and associated programs
• Drives the Outreach of jurisdictionally or regionally stringent requirements where needed
• Ensure timely collection of client required documentation, including follow ups where needed
• Ensure voice of the client is heard while adhering to policies, laws, rules and regulations
• Ensure performance metrics are met and any exceptions are resolved within required timeframes
• Master customer due diligence (CDD) requirements and guide clients as needed to comply
• Drives the collection of enhanced customer due diligence (ECDD) requirements and guide clients as needed to comply
• Adhere to bank privacy policies in securing non-public information obtained as part of KYC activities
• Embrace a collaborative and output oriented culture

Required Skills

• Bachelor's degree or equivalent work experience
• 7+ years experience in a client facing role within the financial services or a related industry
• Preferred: Certified Anti-Money Laundering Specialist (“CAMS”)
• Knowledge of AML CDD policy and standards, industry practices in AML CDD, including legal entities in global jurisdictions
• Must demonstrate a strong client focus
• Understands how the client book fits into the overall business growth strategy
• Can work independently with limited supervision
• Can manage and maintain key relationships with stakeholders
• Excellent interpersonal skills for motivation, collaboration and encouragement
• Professional Demeanor: Demonstrating patience, composure, and positive attitude.
• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.
• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.
• Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision.
• Strong organizational skills and ability to prioritize and manage competing priorities with excellent attention to detail
• Excellent proficiency using Microsoft office products, particularly Microsoft PowerPoint, Excel, Word

1st shift (United States of America)