KYC Operations Officer

Within International Wealth and Premier Banking, we serve 41 million customers globally, including 6.7 million who are international, from retail customers to ultra-high net worth individuals and their families. We help our customers look after their day-to-day finances and manage, protect and grow their wealth. The International Wealth and Premier Banking Chief Operating Office supports the business to deliver exceptional customer journeys and increase efficiency across our global network. We support the business through effective governance, financial and risk management, transformation, and operational management, ensuring that all International Wealth and Premier Banking business units and markets have the right capabilities and procedures to compete effectively and grow safely. We work in an agile manner and at pace, partnering with teams in Technology and Digital Business Services to bring innovative, digital-first solutions to our customers. 

People Responsibility: No

Reports To: KYC Operations Manager 

Role Purpose

1. The 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.
2. Conduct KYC profile to be in accordance with the Group Policy, Regulatory Reporting such as FATCA/CRS and local regulatory requirements.

Job Contents

1. Obtain & update all missing client documentation from client (with the help of the RMs / CLG) Sourcing & updating accurate and relevant client data from the internet & or other bespoke information providers.
2. Following up on client profiles (In line with the latest escalation matrix) & making sure that all levels of signoff in line with latest Id matrix.
3. Take complete ownership of any profiles/tasks that have been assigned until stage of completion. This could be a new request or a request or work item that has been reassigned.
4. Ensure one meets the set productivity target and Quality target month on month.
5. Profiles to be sent for audit (after receiving all information) within standard timelines that have been defined.
6. Understand & comply with all relevant policies & procedures issued by the Group &contained within the group.
7. 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
8. Maintain accurate call/email notes and ensure all outreach is fully evidenced in the case record.
9. Meet the needs and expectations of customers by ensuring that escalations and complaints are handled in a timely and appropriate manner. 
10. Receive/make calls/Emails from/to internal (RMs, business, compliance) and external stakeholders (customers) as required, in order to review / refresh KYC Profiles. 
11. “Use clear, customer-friendly language to explain KYC requirements, set expectations on timelines, and reduce customer effort.”
12. Handle objections and complaints professionally, using de-escalation techniques and agreed scripts/guidance where applicable.
13. Maintain accurate call/email notes and ensure all outreach is fully evidenced in the case record.

Skills Requirements 

1. University Graduate or above.
2. Strong negotiation and influencing skills with the ability to manage difficult conversations with challenging customers including handling complaints.
3. Banking operation knowledge.
4. Strong English spoken and written communication skills 
5. Works well in a team, proactive, and willing to learn. 
6. Ability to work well under pressure with high degree of accuracy.
7. Familiar with banking procedures, such as SOP, DIM, operation systems
8. Sufficient internal control regulations & knowledge  
9. Sufficient MS office and well communication skill.
10. Prior financial crime on KYC/CDD/FATCA/CRS related knowledge/experience a plus
11. Proven track record of strong focus towards high levels of Quality and Customer Service
12. Strong written drafting skills for customer emails and internal case notes
13. Previous experience in a retail or corporate CDD process / environment 
14. Previous experience managing calls / communications to external clients, especially high-net worth clients.

License/Qualification Requirement

License of 銀行內部控制與內部稽核測驗 Proficiency Test for Bank Internal Control and Audit is a plus