Role Title: KYC Specialist
Role Summary: The Customer Service and KYC Operations team (“CS & KYC Ops”) is responsible for managing the day-to-day client servicing and KYC events through the full life-cycle of a client’s relationship with the Bank. This includes the conduct of KYC/AML checks at initial client onboarding, new product onboarding, ongoing maintenance, periodic reviews; as well as the management of the customer service call center, handling customer queries and escalations.
The team works together with all internal teams to ensure all service event requests can be executed promptly without flow-back, and an overall seamless customer experience is delivered.
Primary responsibilities
A. Documentation Review
- Review and ensure that all information and documents collected are good to satisfy regulatory requirements.
B. Enhanced Due Diligence/Event Driven Reviews
- Perform background checks and conduct interviews with customers.
- Assess the customer’s business and perform qualitative AML risk profiling.
C. Request for Information (“RFI”)
- Reach out to customers to obtain KYC information and documents, address any queries or clarifications raised by customers while maintaining a customer-oriented service attitude.
D. Periodic Review
- Full review of a customer’s profile, reaching out to customers to request for information where necessary.
- Perform adhoc screening, whenever required, assist AML team in discounting and mitigating screening hits, reaching out to customers to request for information where necessary.
- Assist AML team in reviewing transaction monitoring alerts, reaching out to customers to obtain relevant information to address transaction monitoring alerts.
- Evaluate the completeness of customer’s response and clarify where required.
E. Others
- Participate in system and process enhancement projects, User Acceptance Testing.
- Active stakeholder management in day-to-day work, and resolution of issues with Compliance, Operations, AML teams etc.
- Provide support for urgent requests, assist the team in completing ad-hoc projects.
- Preparation of data to track Book of Work completion and MI reporting.
- Senior Specialist should provide support to Team Leads in preparation of reporting data as well as to be backup for Team Leads in some cases.
- Provide support in training sessions including supporting to train new resources (onshore and offshore locations) by way of sharing practical experience on the execution of their roles.
- The Senior Specialist will have leadership responsibilities over their pod of Specialists. This includes communication of thematic issues identified through the Quality Assurance process, conveying new SOP requirements, enhancing Specialists’ knowledge by leading discussions on technical issues or complicated matters such as difficult conversations with customers, and contributing to overall development of Specialists to Senior Specialists.
- The Senior Specialist will also handle customer complaints with KL Team Lead, complete the Customer Investigation Report (“CIR”).
- The Senior Specialist will also propose amendments to SOP to the Team Leads to cover any new processes or practices adopted by the team, to enhance clarity and improve team’s adherence. Collaborate with internal stakeholders to address any performance gaps and drive continuous improvement.
Summary of Requirements:
- For Specialist - minimum 2 years of KYC Ops experience working with SME/Corporate Banking clients.
- Client facing experience is preferred, AML certification is an added advantage.
- Proficiency in the Singapore AML/CFT regulations and guidelines.
- Good communication skills, proficiency in English and Chinese (verbal and written means).
- Ability to organize and prioritize workload, deliver all commitments on time under minimal supervision.
- An accountable team player with collaborative spirit, ability to build rapport with internal stakeholders and customers.
- Entrepreneurial mindset – overcome challenges with creative thinking and innovative solutions.
- Fluent in English and Mandarin (Read, Write - to support HK, Taiwan market).
- Candidate who can start immediately is highly welcome.
Hours of Operation
The hours of operation will be 9am to 6pm, Monday to Friday. Bank holiday will follow Singapore public holidays calendar. There may be shift and overtime required for weekends or national holidays according to business requirement. Both parties need to align and mutually agree on such changes and plan in advance. Overtime rates if any be charged only when productivity targets are met, and also when the personnel gaps in the team (if any) are duly filled.
Skills Required
- Minimum 2 years of KYC Operations experience
- Experience working with SME or corporate banking clients
- Proficiency in Singapore AML/CFT regulations and guidelines
- Fluent English communication skills, both verbal and written
- Fluent Mandarin, including reading and writing
- Ability to organize and prioritize workload and meet deadlines with minimal supervision
- Ability to collaborate with internal stakeholders and build rapport with customers
- Client-facing experience
- AML certification
- Immediate availability
What the Team is Saying
Capco Compensation & Benefits Highlights
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Healthcare Strength — Health, dental, and vision coverage in the U.S. are characterized as strong, with good coverage and favorable costs. Mental health resources and broader wellbeing programs are also emphasized as part of a comprehensive package.
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Leave & Time Off Breadth — PTO and paid holidays are described as generous, with multiple mentions of strong vacation allowances. While client work can affect usage, the underlying entitlement is presented as solid.
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Parental & Family Support — Company materials highlight enhanced family-friendly policies, including substantial maternity and paternity leave. Flexibility and return-to-work support reinforce a family-oriented approach.
Capco Insights
What We Do
Capco, a Wipro company, is a global management and technology consultancy specializing in driving transformation in the energy and financial services industries. Capco operates at the intersection of business and technology by combining innovative thinking with unrivalled industry knowledge to fast-track digital initiatives for banking and payments, capital markets, wealth and asset management, insurance, and the energy sector. Capco’s cutting edge ingenuity is brought to life through its award-winning Be Yourself At Work culture and diverse talent. TRUSTED ADVISORS - Our collaborative and entrepreneurial approach position us as trusted long-term partners to our clients. DEEP EXPERTISE - Clients look to us for clear guidance, proven expertise, and the support they need to set their companies up for success. DISRUPTIVE SOLUTIONS- We do not provide off -the-shelf answers to clients’ challenges. Instead, we work in close collaboration to understand the issues, and craft disruptive, bespoke solutions. ACCOUNTABILITY AND OWNERSHIP - We recognize every client has distinct needs and expectations, and we take ownership and accountability for the solutions we design, build, and deliver.
Why Work With Us
We support and encourage an inclusive culture, entrepreneurial outlook and independent thinking. Capco is not about organizational charts and rigid hierarchies – we want all employees to feel that Capco is their firm to own and run. We believe diversity powers innovation. Be Yourself At Work (#BYAW) is an integral and underlying part of our culture
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