IWPB Client Services Associate

Why join us?     

You will be supporting IWPB Client Services in completing Know Your Customer (KYC) reviews, working directly with internal (e.g. RMs) and external (i.e. customers) stakeholders to complete cases within required timelines.

As part of our global transition to a Single Actor Model (SAM) within Client Services, you will be managing end-to-end completion of the KYC Journey, working within CDD tooling to update customer KYC details, perform outreach and complete monthly case volumes.

Your role will entail reviewing the KYC profiles of our profiles, confirming if the data we have is sufficiently updated to enable the bank to manage its risk and, where we need more information, contacting customers (conversational banking) through a variety of channels (e.g. email, voice, digital outreach) to refresh their internal profiles.

As part of the process, you will also work closely with internal stakeholders as well as you review and refresh data/documentation held within HSBC in KYC profiles, including colleagues in the First and Second Lines of Defense.

What you’ll do:

• Own end-to-end case progression, including planning, executing and documenting customer outreach to obtain KYC refresh information and resolve gaps within SLA.
• Review internal KYC profiles for our customers, navigating through internal systems, document repositories and publicly available information to identify if there are any requirements to refresh the internal KYC profile
• Drive timely customer responses through structured follow-ups across email/voice/digital channels, escalating appropriately where responses are delayed.
• Undertake review process steps supporting our Customer Due Diligence requirements, including assessing risk, screening for risk-relevant external news, assessing / refreshing Source of Wealth, and completion of procedural steps to review / refresh internal risk profiles
• Perform Negative News & Facts Screening using tools prescribed by in-country FCC Team (e.g. LexisNexis, Factiva, etc)
• Determine the Source of Wealth (SoW) specifics such as Net worth, tangible & intangible assets and Source of Wealth Type using required internal and external information, balancing the ability to infer certain data points versus needing to outreach to customers.
• Analyse Account Activity and Source of Wealth information where required, publishing or refreshing a concise summary for the business risk owners or Relationship Managers to be able to approve.
• Apply critical thinking to reviews of customer profiles and confirmation of which data points do or do not require customer contact, providing clear justifications for the decisions taken when completing the CDD profile
• Maintain accurate call/email notes and ensure all outreach is fully evidenced in the case record.
• Ensure Data Quality controls are maintained and data elements captured correctly.
• Ensure all cases are completed within agreed SLA’s inclusive of completing Customer outreach as per agreed time intervals

Customers / Stakeholders:

• Receive/make calls/Emails from/to internal (RMs, business, compliance) and external stakeholders (customers) as required, in order to review / refresh KYC Profiles.
• “Use clear, customer-friendly language to explain KYC requirements, set expectations on timelines, and reduce customer effort.”
• Handle objections and complaints professionally, using de-escalation techniques and agreed scripts/guidance where applicable.
• Maintain accurate call/email notes and ensure all outreach is fully evidenced in the case record.

Operational Effectiveness & Control:

• Proactively manage day-to-day processes, supporting the Operation by meeting individual Profiles-Per-Analyst (PPA) monthly targets
• Manage a personal pipeline across multiple stages (review, outreach, follow-up, remediation, approval), prioritising by risk and SLA.
• Maintain knowledge of the KYC process and required procedures (e.g. local DIMs), refreshing that knowledge as new guidance or process changes are communicated to teams
• Ensure process requirements are met, adhered to, completed in accordance with established procedures and standards set. 
• Work well independently, complete assigned tasks in the established timeframe as per the process benchmarks.
• Meet required quality targets, both from a case processing and customer / stakeholder outreach perspective (e.g. Voice outreach quality, Case Quality Control metrics). 

What you will need to succeed in the role:

• Proven track record of strong focus towards high levels of Quality and Customer Service.
• Good team player with the ability to multi-task, depending on the criticality of the tasks.  
• Strong written drafting skills for customer emails and internal case notes
• Flexibility to work in different shifts.
• Strong verbal and written communication skills and committed to enhance customer experience through exceptional customer service.
• Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
• Ability to work under pressure, prioritise work accordingly to meet tight deadlines while meeting the required Service Level Agreements and ensuring efficiency.
• Ability to be flexible, manage priorities whilst remaining calm under pressure, have the drive and resilience with a can do attitude.
• Basic knowledge and understanding of compliance and audit standards; the ability to assess risks in accordance to the different type of customers.
• Open to change, ability to think outside the box, innovative and an eye for process improvement.
• All applicants must have successfully completed their probation period, with a minimum performance rating of Performing/Strong and behavior rating of Good in the last two appraisals.

What additional skills will be good to have?

• Minimum experience of 12 months in dealing with CDD & Systems
• Previous experience in a retail or corporate CDD process / environment
• Previous experience managing calls / communications to external clients, especially high-net worth clients
• Fluent in spoken English and Bahasa Malaysia; Mandarin / Cantonese is an added advantage.