The Customer Identity Advisor within Financial Services ensures our customers are compliant with our Compliance Policy as defined in the client’s Terms of Use. They help to ensure that we implement the appropriate controls and monitoring in order to satisfy our obligations to the appropriate regulatory authorities. The Customer Identity Advisor is also responsible for the review of customer accounts and applications related to high-risk products and features, reports of fraudulent or unfair practices, and/or policies and programs.Bring your enthusiasm for solving customer challenges to a team that cares deeply about consumer satisfaction. You are unflappable and consistently good at turning today’s problems into tomorrow’s solutions.
QualificationsCompetencies:• Deliver a Customer Effortless Experience.• Decision Quality.• Drive for Results.• Learning on the Fly.• Problem Solving.
Job Requirements:• Strong verbal communication skills: actively listen and speak clearly to customers.• Strong written communication.• Ability to make good decisions based on SOP/Job AID.• Ability to function in multiple queues covering a variety of tasks with a sense of urgency and follow-through.• Ability to learn and adapt to new software technologies.• Strong working knowledge of external systems and PC-based internet and software applications (Internet, Microsoft Office - Outlook, Word, and Excel).
Preferred Qualifications• 12 months’ experience in Customer Identity (G15), in Customer Service or in a Back-Office function.• Getting Results or Among the Best in metrics and behaviours.• High school Diploma or equivalent.
ResponsibilitiesResponsibilities:• Complete account reviews on a single workflow of KYC/KYB process applicable to the site.• Educate customers through appropriate communication channels whilst being clear and concise on KYC/KYB requirements.• Work assigned queues, emails, service requests, as well as other CIP related items daily.• Ensuring that Anti Money Laundering regulations are adhered to and monitor account activity accordingly.• Provide feedback to management regarding necessary changes and updates including policies, upgrades, and potential workflow changes.• Support function tasks when applicable e.g., Kana Emails, Faxes, Global Name Change.• Respond to customer KYC/KYB inquiries via e-mail in an efficient and effective manner.• Keep up to date on applicable regulations and utilize good decision-making skills in the application of those regulations.• Always maintain professionalism in your interactions with client personnel and customers.• Ensure customers are compliant with client policy as defined in the client’s Terms of Use.
Skills Required
- Strong verbal communication skills, including active listening and clear customer communication
- Strong written communication skills
- Ability to make sound decisions using SOPs and job aids
- Ability to manage multiple queues and varied tasks with urgency and follow-through
- Ability to learn and adapt to new software technologies
- Working knowledge of internet systems and PC-based software applications
- 12 months of experience in Customer Identity, Customer Service, or a back-office function
- High school diploma or equivalent
- Experience achieving strong performance metrics and demonstrating strong workplace behaviors
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
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