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.

This is a bilingual call center role within Consumer Anti-Money Laundering (AML) Operations in the Know Your Customer (KYC) Call Center.

RESPONSIBILITIES:

Delivers and maintains a commitment to high customer service excellence utilizing relationship-building and 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
REQUIRED QUALIFICATIONS:

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
Bilingual Spanish
SKILLS:

• Data Collection and Entry
• Data Quality Management
• Adaptability
• Analytical Thinking
• Critical Thinking
• Interpret Relevant Laws, Rules, and Regulations
• Research Analysis
• Collaboration
• Decision Making
• Problem Solving
• Quality Assurance
• Customer and Client Focus
• Innovative Thinking
• Oral Communications
• Prioritization

Shift:

1st shift (United States of America)